Manager of Customer Success

Role overview

As Manager of Customer Success at Lyra Health, you’ll lead a customer-facing team, own retention and engagement strategy for a portfolio of healthcare partners, and maintain executive-level relationships. You’ll also partner cross-functionally to ensure customer insights shape product roadmap and operational improvements.

Key missions

• Lead and mentor a team of Customer Success Associates, providing guidance on relationship management and account strategy.
• Own customer success and retention strategy for a portfolio of health system partners, health plans, and strategic referral partners.
• Use a “voice of the customer” approach to inform the product roadmap and operational improvements.
• Collaborate with cross-functional teams and optimize customer reporting and workflows; support marketing initiatives.

Requirements

• 5+ years experience in customer success, account management, or healthcare leadership, including 1+ year in a formal people-management role.
• Data-driven decision-making using complex data sets to drive account strategy and demonstrate ROI.
• Advanced relationship management with the ability to build trust and influence at the C-suite/executive level.
• Comfort leading through operational change in a fast-paced growth environment.
• Strategic problem solving and the ability to evolve the Customer Success model based on market/customer needs.
• Strong project management and ability to manage multiple large-scale initiatives and cross-functional projects.
• Technical proficiency with Google Workspace, CRM tools (Salesforce, Asana), and data visualization tools (Tableau, Quicksight) to track performance.
• Exceptional presentation and negotiation skills in high-stakes environments.

Nice-to-haves / additional requirements

• Industry knowledge of health systems, health plans, or the pediatric mental health landscape.
• Willingness to travel up to 30–40% to support team members and visit key accounts.

Benefits

Comprehensive benefits including access to mental health services, medical/dental/vision coverage, and a generous vacation policy.