Senior Group Manager, Customer Success

About the role

Lyra Health is seeking a Senior Group Manager, Customer Success to lead a subset of its Customer Success organization. Reporting to the Director of Customer Success, you will be responsible for building relationships with clients, driving retention and revenue growth, and ensuring operational consistency across customer segments.

Key responsibilities

• Hire, develop and retain high‑performing Customer Success Managers.
• Partner with the Customer Success Director to monitor performance, optimise procedures and identify training needs.
• Coach managers to maximise member engagement, customer retention, net‑new revenue expansion and satisfaction.
• Own core KPIs such as renewal rates, retention, revenue expansion and NPS.
• Provide consolidated reporting, flag business risks and macro‑economic trends.
• Lead risk‑management strategies across assigned segments, including talent, relationship and revenue risks.
• Oversee monthly revenue forecasting and implement mitigation strategies.
• Manage executive‑level client engagements and high‑visibility escalations.
• Represent Customer Success in prospect finalist meetings and internal deal reviews.
• Collaborate with Partnerships, Marketing, Clinical, Product, Analytics and Workforce Transformation teams to voice customer needs.

Required profile

• 10+ years of experience in a high‑growth, fast‑paced environment.
• Proven experience leading Customer Success or similar client‑facing teams.
• Strong organisational, detail‑oriented and resourceful mindset.
• Ability to thrive in ambiguous situations and work collaboratively across functions.

Required skills