Senior Group Manager, Customer Success

About the role

Lyra Health, a provider of evidence-based mental health care serving more than 20 million people globally, is looking for a Senior Group Manager, Customer Success. Reporting to the Director of Customer Success, you will lead a subset of the team. The role suits someone who is highly organized, detail-oriented and resourceful, comfortable with ambiguity and naturally collaborative.

Key responsibilities

• Hire, develop and retain a team of Customer Success Managers while keeping operations consistent across customer tiers and segments.
• Partner with the Customer Success Director to monitor team performance, optimize procedures and strengthen training and enablement.
• Coach managers to improve member engagement, retention, revenue growth and value actualization through strategic reporting.
• Hold the team accountable for KPIs such as renewal rates, retention, net-new revenue and customer satisfaction.
• Provide consolidated reporting on team achievements and flag risks or macroeconomic trends.
• Lead risk management across assigned segments, covering talent, relationship and revenue risks through cross-functional reviews and account meetings.
• Oversee monthly revenue forecasting and help mitigate financial risks and support underperforming accounts.
• Handle executive-level client engagement and high-visibility clinical or operational escalations, and represent the department in late-stage prospect meetings and internal deal reviews.
• Work with Partnerships, Marketing, Clinical, Product, Analytics and Workforce Transformation to reflect the customer's voice across the business, and manage customer relationships as needed.

Required profile

• 10+ years of experience in a high-growth, fast-paced environment; experience leading Customer Success or similar teams is preferred.
• 5+ years of management experience.
• Experience in the employer-sponsored health benefits space is required.
• Proven ability to organize multiple initiatives, influence peers and communicate with senior management.
• Passion for mental health and changing the healthcare landscape.

Required skills

• Experience with Salesforce and Tableau.
• Experience with Gainsight is a plus.