Director, Customer Success Operations

About Lyra HealthLyra 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, 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 global provider network, 10 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 $900 million.
About the RoleLyra Health is looking for a Director of Customer Success Operations to lead and manage the operational aspects of the Customer Success team. You will report to the Sr. Director of Customer Success Operations and will work closely with other cross functional leaders across the company to build processes, tools and systems to drive efficiency, scalability and effectiveness of the customer success team.
You should be a strategic thinker, highly collaborative and have strong leadership skills. This role will be a great fit for you if you are a doer, who is passionate about making a difference, comfortable with ambiguity, naturally collaborative and comfortable juggling multiple projects/priorities. 

Responsibilities:

• Lead a high-performing Customer Success Operations Team, fostering a culture of collaboration, accountability, and continuous improvement
• Model psychological safety, promoting department-wide practice of giving and receiving feedback and of team members being able to express differing opinions safely
• Build strong relationships and effective communication channels with key cross functional partners including but not limited to Sales, Marketing, GTM Ops, Product, and Finance; leverage these relationships to support building new methods that help solve company-wide issues
• Develop and implement a comprehensive Customer Success Operations strategy aligned with the company's overall goals and objectives
• Create and implement an operational cadence to support each phase of the customer lifecycle, ensuring seamless transitions and consistent engagement across all touchpoints.
• Implement operational processes to streamline communication, task assignment, and workflow management within the team.
• Own and manage the tech stack that supports the Customer Success team, including CRM systems, project management tools, and other relevant software applications with an eye on emerging technologies and trends.
• Define key metrics and performance indicators to track and measure the effectiveness of the customer success operations organization

Qualifications:

• 12+ years of work experience in a high-growth, fast-paced environment; experience leading Customer Success Operations or similar teams is preferred
•  5+ years of management experience strongly preferred; proven ability to manage and develop high-performing teams, with a focus on coaching and professional growth
•  Demonstrated track record of driving operational excellence and process optimization in a customer-centric environment.
•  Strategic thinker with the ability to translate high-level vision into actionable plans and initiatives.
•  Exceptional listening and communication skills, with an emphasis on quickly gaining trust; ability to influence within the department and across the organization to ensure execution of high-level and impactful projects
•  Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions.
•  Passion for mental health and changing the healthcare landscape

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.
By applying for this position, your data will be processed as per Lyra Health Workforce Privacy Notice. Through this application, we will collect personal information from you including your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.  We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA).  Providing this information is optional and completely voluntary.  If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form