About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Genentech, uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and elite provider network, 2 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $480 million.

Lyra Health is seeking a Director of Enterprise Customer Success to join the team. This newly created position will have the responsibility of building out the team that serves the enterprise employer segment. The primary responsibilities include implementing the Lyra solution at new customers, ensuring that they meet their engagement and other mental health program goals, and that they renew their Lyra contract. The ideal candidate will have significant experience with serving customers (preferably in the employer benefits space) scaling a customer success function, and demonstrate strong collaborative and problem-solving skills.

Responsibilities

• Hire, develop and lead a team of high performing Customer Success Managers
• Help your team members develop strategies for partnering with our customers to ensure they achieve their goals for their employee mental health programs
• Own the engagement, growth and retention of our Enterprise Customers specifically: forecasting and reporting on engagement, escalation management and strategies to help the team meet their goals
• Manage operations on behalf of your team including recruiting, training, CSM capacity and customer feedback, including requests for enhancements to our product offerings
• Monitor and analyze customer and team performance to make informed decisions about operational and procedural changes. 
• Partner closely with your peers in Customer Success as well as other key internal partners including Partnerships, Data Science, Product, and Legal

Qualifications

• Bachelor’s Degree
• 10+ years of work experience in a high-growth, fast paced environment; experience in leading Customer Success or similar teams required
• Experience in employer-sponsored health benefits space a plus
• Passion for mental health and changing the healthcare landscape
• 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 innovate and creatively solve problems in a highly collaborative manner
• Strong project management skills and a demonstrated ability to build processes that can scale
• Experience with tools such as Salesforce and Tableau

This role could be based in Burlingame, CA or remote candidate. We are an Equal Opportunity Employer.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.