Sr. Group Manager, Customer Success

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the Role

Lyra Health is looking for a Senior Group Manager who is energized by engaging with customers, building relationships, and delivering results. Reporting to the Senior Director of Customer Success, you will lead a subset of the team. You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer, who is passionate about making a difference, comfortable with ambiguity, and are naturally collaborative. 

Responsibilities:

• Lead and develop a team of high-performing Customer Success Managers.
• Serve as an internal coach to direct reports reporting on engagement, escalation management, and strategies to help the team meet their goals.
• Accountable for tracking and reporting that direct reports are on-track for renewal, expansion, referencability, and satisfaction targets in accordance with department goals. Appropriately elevates risks and identifies trends across managing reports.
• Identify and leverage proven best practices for the betterment of the team and customers.
• In partnership with the Customer Success Senior Director, monitor and analyze customer and team performance to make informed decisions about operational and procedural changes. Collaborate with Customer Success Senior Director to manage team operations, including recruiting and CSM capacity.
• Elevate team training and development needs with the Customer Success Senior Director.
• Serve as a representative of the Customer Success department in late-stage prospect meetings and assist in coordinating Customer Advocacy efforts.

Qualifications:

• Bachelor’s Degree
• 10+ years of work experience in a high-growth, fast-paced environment; experience leading Customer Success or similar teams is preferred.
• Experience in employer-sponsored health benefits space is required.
• Ability to effectively organize and manage multiple company initiatives and proven ability to positively influence peers.
• Excellent listening and communication skills, both verbal and written, with an emphasis on quickly gaining trust; can build relationships at all organizational levels, both externally and internally—the ability to communicate effectively with senior management. 
• Experience with tools such as Salesforce and Tableau. Experience with Gainsight is a plus.
• Passion for mental health and changing the healthcare landscape.

This is a remote opportunity. Qualified candidates located outside of California are welcome to apply! Candidates who include a cover letter will be prioritized.

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."