Customer Success Manager I

About the Role

Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers, building relationships and delivering results.

You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer; you are passionate about making a difference, comfortable with ambiguity, and are naturally collaborative.

About the Role

Lyra Health is looking for a Customer Success Manager who is energized by engaging with customers, building relationships and delivering results.

You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer; you are passionate about making a difference, comfortable with ambiguity, and are naturally collaborative.

Responsibilities:

• Serve as the primary relationship owner for SMB employer customers (500–1,500 lives), partnering closely with customer benefit teams and key stakeholders.

• Manage renewals and partner with Account Executives to identify expansion opportunities, ensuring customers feel supported and delighted, and are retained year over year.

• Support customers’ utilization goals through value-driven, data-led business reviews (QBRs/ABRs).

• Monitor account health proactively to identify churn or operational risks through efficient reporting.

• Leverage AI and modern technology tools to scale workflows, optimize day-to-day execution, and guide peers on process improvements.

• Collaborate cross-functionally with product, clinical, data science, and legal teams to resolve issues and present a unified front.

• Master multiple Lyra product offerings to effectively champion new features and maximize customer adoption.

• Partner with marketing to deliver engaging communication campaigns and workshops for your customers.

• Proactively re-evaluate day-to-day priorities to maintain focus during departmental shifts or evolving workflows.

Experience:

• 5+ years of experience in customer success or a related field, ideally within HR, employee benefits, or healthcare.

• Experience managing employer accounts with headcounts within the 500–1,500 range (or similar mid-market complexity).

• Demonstrated ability to operate effectively in fast-paced environments and navigate ambiguity with autonomy.

• Strong commercial acumen with direct experience managing renewals and driving customer utilization metrics.

• Excellent verbal and written communication skills, with a track record of gaining trust quickly and using data storytelling to influence stakeholders.

• Ability to leverage AI and software tools to automate tasks, optimize workflows, and drive operational efficiency.

• Strong project management skills and the ability to collaborate successfully across cross-functional teams.

• A growth mindset and a passion for mental health and changing the healthcare landscape.

• Willingness to travel (10%).

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