Director of Customer Success Implementation, Lyra Health
$150-229k
+ RSU's
Employee mental health care provider
Be an early applicant
Employee mental health care provider
1001+ employees
Be an early applicant
$150-229k
+ RSU's
1001+ employees
Company mission
To transform access to life-changing mental health care.
Role
Who you are
- The ideal candidate will possess a strong blend of strategic thinking, operational expertise, and leadership acumen, with a proven track record of driving significant business impact in a dynamic, high-growth environment
- Bachelor’s degree,
- 10+ years of progressive work experience in a high-growth, fast-paced environment
- 3+ years of experience in people management
- Demonstrated experience in the employer-sponsored health benefits space
- Deep passion for mental health and transforming the healthcare landscape
- Exceptional executive-level communication, presentation, and negotiation skills, with the ability to influence and build strong relationships at all organizational levels, both internally and externally
- Proven ability to strategically manage complex projects, prioritize initiatives, and drive results in a dynamic environment
- Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights and operational improvements
- Extensive experience with CRM and project management tools/systems (e.g., Salesforce, Asana) and a track record of leveraging technology to scale operations
What the job involves
- Lyra Health is seeking a Director of Customer Success Implementation to provide strategic leadership and oversight for our implementation function
- This pivotal role will be responsible for defining the vision, strategy, and execution of Lyra’s customer implementation processes, ensuring continued exceptional customer experience and scalable operations
- This role will also lead the strategic evolution of the implementation function to accommodate new business lines, innovative product offerings, and complex, bespoke customer needs, establishing scalable processes and best practices for diverse implementation challenges
- As a Director, you will lead and develop a high performing team of Implementation Managers, fostering a culture of excellence and continuous improvement
- You'll serve as a key executive stakeholder, building deep relationships with internal and external partners, and proactively identifying opportunities to enhance Lyra's implementation capabilities
- Define and drive the strategic vision for the Customer Success Implementation organization, aligning with overall company goals and growth objectives
- Lead the strategic evolution of the implementation function to accommodate new business lines, innovative product offerings, and complex, bespoke customer needs, establishing scalable processes and best practices for diverse implementation challenges
- Mentor and lead a team of high-performing Implementation Managers, fostering their professional development and career growth
- Oversee the end-to-end customer implementation lifecycle, establishing best practices, optimizing processes, and ensuring successful, timely, and high-quality launches for all customers
- Develop and implement advanced strategies for internal and external stakeholder engagement, ensuring seamless cross-functional collaboration and proactive resolution of complex implementation challenges
- Serve as a key leader in cross-functional initiatives, representing the Implementation team's perspective and contributing to the design and optimization of company-wide processes, tools, and systems that impact customer launches
- Drive continuous improvement initiatives by analyzing comprehensive customer and team performance data, identifying trends, and implementing strategic operational and procedural enhancements to maximize efficiency and customer satisfaction
- Be the primary escalation point for critical customer implementation issues, providing executive-level guidance and problem-solving to ensure successful outcomes
- Lead talent acquisition, development, and retention strategies for the entire implementation organization, including workforce planning, training programs, and performance management
- Partner closely with Sales, Product, Engineering, and Customer Success leadership to influence product roadmap development and ensure implementation needs are integrated into overall company strategy
Our take
In the United States, millions of people suffer from mental illness each year - a figure which is unfortunately on the rise - and research suggests that depression and anxiety disorders lead to $1 trillion in lost productivity worldwide each year. Lyra Health is one company out to tackle these issues head-on, by delivering mental health care for employees.
Lyrah Health is seen as a key player alongside other online mental telehealth platforms, which include Calm, Genoa, and Talkspace. The company offers video counselling sessions and one-to-one messaging to help users with a variety of conditions including anxiety, depression, and substance use disorder. Coaching is also offered as a preventative measure.
Lyra Health boasts a 90% satisfaction rate across its more than 2.2 million members, demonstrating the impact that its products can have on wellbeing. In 2022, Lyra announced its acquisition of ICAS World, an international provider of employee assistance programs. Its global network includes over 1,500 companies and 6.3 million users across more than 155 countries, which should give Lyra smooth inroads into global markets.
Freddie
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$35m
SERIES F
May 2021
$200m
SERIES F
Total funding: $690.1m
Company benefits
- Full access to Lyra’s mental health services for employees and their eligible dependents—at no charge
- Medical, dental, and vision benefits, and free monthly membership to One Medical
- Generous compensation, 401k, and equity options
- Four weeks of vacation and paid holidays
- Monthly tech stipend
Company HQ
Downtown, Burlingame, CA
Leadership
David Ebersman
(Co-Founder & CEO)Former Equity Research Analyst at Oppenheimer & Co. Also served as the CFO at Facebook, and worked at Genentech for 15 years, leaving as Chief Financial Officer & Executive VP.
Salary benchmarks
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