About Lyra Health Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions. RESPONSIBILITIES Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments. Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs. Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting. Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction. Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results. Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings. Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts. Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team. Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews. Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units. QUALIFICATIONS 10+ years of work experience in a high-growth, fast-paced environment; experience leading Customer Success or similar teams is preferred 5+ years of management experience Experience in employer-sponsored health benefits space 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. 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 "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."