Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as quick and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.
Core Responsibilities
- 1. Team Leadership & Management
- Lead, mentor, and develop a high-performing team of Customer Success Managers and CS Executives, fostering a culture of accountability and excellence.
- Oversee team workload and resource allocation to ensure timely completion of tasks and strategic project milestones.
- Provide high-level guidance on complex customer escalations, renewal strategies, and risk mitigation plans.
- 2. Strategic Portfolio & Account Management
- Maintain overall accountability for the management of a portfolio of key global Lyra Wellbeing customers.
- Drive client retention and enhance the overall customer experience by ensuring team adherence to service level agreements and quality standards.
- Lead high-level customer meetings and Quarter Business Reviews (QBRs), interpreting complex data to support strategic recommendations.
- Manage implementation of customer programmes, ensuring smooth launches and accurate contracting/supplier registration.
- 3. Contribution to Business Development
- Strategic Upselling & Expansion: Identify opportunities within the existing portfolio to expand service offerings, advocating for Lyra’s comprehensive care model to increase account value.
- Local Market Intelligence: Act as a sub