Senior Group Manager of Customer Success

Role Overview

Senior Group Manager of Customer Success at Lyra Health (full remote). Lead Customer Success Manager teams, drive performance against KPIs, manage executive client engagement, and oversee monthly revenue forecasting.

Key Missions / Responsibilities

• Recruit, develop, and retain a high-performing team of Customer Success Managers.
• Ensure operational consistency across customer tiers.
• Monitor team performance, optimize operational procedures, and identify training/enablement needs in partnership with the Customer Success Director.
• Drive team accountability for core KPIs:
  • renewal rates
  • customer retention
  • net-new revenue expansion
  • customer satisfaction
• Manage executive-level customer engagement.
• Oversee monthly revenue forecasting and collaborate with cross-functional partners.

Requirements

• 10+ years experience in a high-growth, fast-paced environment.
• 5+ years of management experience.
• Experience in the employer-sponsored health benefits space (required).
• Strong organizational, detail-oriented, and resourceful working style; comfortable with ambiguity.
• Excellent verbal and written communication; ability to build trust and relationships across organizational levels.
• Ability to communicate effectively with senior management.
• Familiarity with Salesforce and Tableau.

Nice-to-Haves

• Experience with Gainsight.

Culture / Fit

• Passion for mental health and changing the healthcare landscape.
• Collaborative, “doer” mindset; strong stakeholder orientation.