Manager of Customer Success, Lyra Health
$106-146k
+ Equity
More information about location
Mental health employee benefits
Be an early applicant
Mental health employee benefits
1001+ employees
Be an early applicant
$106-146k
+ Equity
More information about location
1001+ employees
Company mission
To transform access to life-changing mental health care.
Role
Who you are
- Strategic Leadership: Ability to set a vision and inspire the team to achieve ambitious performance goals
- Advanced Relationship Management: Expert-level ability to build trust and influence at the C-suite and executive levels
- Coaching & Mentorship: Passion for developing talent and helping team members navigate complex customer challenges
- Strategic Problem Solving: Anticipates market shifts and customer needs to proactively evolve the Customer Success model
- Data-Driven Decision Making: Uses complex data sets to drive account strategy and demonstrate ROI to partners
- Operational Change Management: Comfortable leading teams through fast-paced organizational growth and process changes
- Experience: 5+ years of experience in customer success, account management, or healthcare leadership, with at least 1+ years in a formal people-management role
- Industry Knowledge: Deep understanding of health systems, health plans, or the pediatric mental health landscape
- Communication: Exceptional presentation and negotiation skills, with the ability to lead in high-stakes environments
- Project Management: Proven track record of managing multiple large-scale initiatives and leading cross-functional projects
- Technical Proficiency: Advanced skills in Google Workspace (Sheets, Slides), CRM tools (Salesforce, Asana) and data visualization tools (Tableau, Quicksight) to track team performance
- Travel: Willingness to travel (up to 30-40%) to support team members and visit key accounts
What the job involves
- We are looking for a strategic, results-oriented leader with a passion for mental health and team development
- As the Manager, Customer Success, you will lead a team of Customer Success Associates, ensuring they deliver exceptional support and value to our clients
- You will be responsible for the overall health and retention of our customer portfolio, driving the strategy for engagement and referral volume
- You are a mentor who thrives on coaching others while remaining a hands-on relationship builder with key executive stakeholders
- Team Leadership: Lead, mentor, and develop a team of Customer Success Associates, providing guidance on relationship management, account strategy, and professional growth
- Strategic Oversight: Own the overall success and retention strategy for a portfolio of health system partners, health plans, and strategic referral partners, ensuring the team exceeds established targets
- Executive Relationship Management: Serve as a point of escalation and maintain high-level relationships with executive decision-makers at partner organizations
- Cross-Functional Advocacy: Collaborate with Product, Clinical, Data Science, and Legal teams to ensure the "voice of the customer" informs the product roadmap and operational improvements
- Operational Excellence: Standardize and optimize customer reporting, communication templates, and project management workflows to increase team efficiency
- Growth & Marketing Partnership: Partner with Marketing to oversee the development of large-scale campaigns and workshops that drive patient engagement across all accounts
- Performance Tracking: Work with the Performance Management and Sales Operations teams to interpret and address team metrics including: referral volumes, customer health scores, conversion rates, upsells etc
- Finalist Support: Support finalist presentations and strategic key prospect meetings by serving as a subject matter expert on client partnership strategy, implementation, operations, reporting and ongoing strategic account management. Provide references as needed
- Clinical & Healthcare Acumen: Ability to communicate clinical outcomes, behavioral health value, and care delivery impact to healthcare stakeholders while navigating regulated healthcare environments
Our take
In the US, millions of people suffer from mental illness each year. This is not only a detriment to individuals, but to businesses as well - with research suggesting that depression and anxiety disorders lead to $1 trillion in lost productivity worldwide each year.
Lyra Health is out to tackle these issues head-on, by delivering mental health care for employees. 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.
The company is a key player in the sector alongside peers like Calm, Genoa and Talkspace. Impressively, it boasts a 90% satisfaction rate across its more than 2 million members, demonstrating the impact its products can have.
In 2025, Lyra Health launched a ‘clinical-grade’ chatbot to its offering. This has been met with mixed feelings due to evidence that AI can act unpredictably in response to mental health concerns. It will take time to see whether this feature will enhance or diminish the user experience.
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
- 401k and equity options
- Four weeks of vacation and paid holidays
- Monthly tech stipend
Company HQ
Downtown, Burlingame, CA
Leadership
David Ebersman
(Co-Founder & Board Chair)Former CEO of the company. Was an 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.
Jennifer Schulz
(CEO)Former CEO of Experian North America, Head of Global Online and Digital Products at Visa, and CEO at Verifi.
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