[Hiring] Senior Group Manager, Customer Success @Lyra Health

Role Description

Lyra Health is looking for a Senior Group Manager who is energized by engaging with customers, building relationships, and delivering results. Reporting to the Director of Customer Success, you will lead a subset of the team. You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer, passionate about making a difference, comfortable with ambiguity, and are naturally collaborative.

• Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments.
• Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs.
• Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting.
• Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction.
• Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results.
• Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings.
• Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts.
• Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team.
• Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews.
• Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units.
• Manage customer relationships as needed.

Qualifications

• 10+ years of work experience in a high-growth, fast-paced environment; experience leading Customer Success or similar teams is preferred.
• 5+ years of management experience.
• Experience in employer-sponsored health benefits space required.
• Ability to effectively organize and manage multiple company initiatives and proven ability to positively influence peers.
• Excellent listening and communication skills both verbal and written, with an emphasis on quickly gaining trust; can build relationships at all organizational levels both externally and internally.
• Ability to communicate effectively with senior management.
• Experience with tools such as Salesforce and Tableau. Experience with Gainsight is a plus.
• Passion for mental health and changing the healthcare landscape.

Requirements

• $134,000 - $184,000 a year.
• This role may also be eligible for discretionary bonuses.

Benefits

• Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances).
• Lyra for Lyrians; coaching and therapy services.
• Equity in the company through discretionary restricted stock units.
• Competitive time off with pay policies including vacation, sick days, and company holidays.
• Paid parental leave.
• 401K with up to 3% matching.
• Monthly tech allowance.
• Well-being perks and activities, surprise swag, regular community celebration…and more!