Sr. Customer Success Manager - Major/Key Account

Responsibilities

Serve as the primary Lyra relationship owner for assigned enterprise accounts, owning executive relationships across HR, benefits, clinical leadership, and health plan stakeholders

Partner with marketing to develop and deliver engaging campaigns and workshops for your customers

Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues

Produce and regularly communicate customer reports

Contribute to product roadmap planning, providing an important customer and patient voice, and champion new product offerings with your customers

Leave customers feeling supported and delighted after every interaction, such that they renew with Lyra each year

Qualifications

10+ years of experience in behavioral health account management, BH managed care, health plan operations, or employee benefits - with demonstrated exposure to complex, multi-stakeholder behavioral health program design

Demonstrated success managing behavioral health benefit programs where multiple vendors owned different parts of the care continuum — for example, separate vendors managing outpatient, EAP, and higher levels of care

Experience managing or coordinating across multiple vendors or partners within a single benefit program

Experience managing enterprise customer relationships

Demonstrated ability to craft compelling narratives using analytics and disparate data points. 

Excellent communication skills-both verbal and written, with an emphasis on quickly gaining trust

Ability to innovate and creatively solve problems in a highly collaborative manner

Strong project management skills and a demonstrated ability to work successfully on cross-functional teams

High ambiguity tolerance: energized rather than frustrated by novel configurations and first-of-kind challenges

Willingness to travel (10%)