Customer Success Operations Manager II

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 passionate Customer Success Operations Manager II to support the Customer Success team.
You should be: - Naturally collaborative with strong communication and listening skills- Highly organized and detail-oriented- Resourceful and a quick learner- Thrive on balancing multiple priorities
This role will be a great fit for you if you are passionate about making a difference and have an ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions. -

Responsibilities:

• Partner with Customer Success leadership and cross-functional teams to build new processes, reduce friction, and resolve customer requests and issues. 
• Own Customer Success team task management to ensure the organization, prioritization, and alignment with broader objectives.
• Partner with key internal teams to oversee customer communications and event processes (ex: product updates and open enrollment).  
• Spearhead the organization and execution of large Customer Success team meetings.
• Manage and enhance vendor partnerships, serving as the key liaison to ensure strategic collaboration, streamlined reporting, issue resolution, new launches, and continuous improvement for mutual success.
• Drive continuous process improvement/efficiencies for the Customer Success team.

Qualifications:

• 4+ years experience as a customer success manager at a digital health tech company preferred or in customer-facing, or operations roles.
• Highly self-motivated and excited to collaborate cross-functionally in a fast-paced and fast-growing environment.
• Familiarity with project management and account management tools. (such as Jira, Salesforce, Asana, Gainsight, or equivalent). 
• Proficient in Excel or Google Sheets
• Passion for designing processes that scale.
• Clear communicator with professional presence.
• Strong attention to detail, and an ability to thrive in ambiguity.
• 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.  This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. For more information about how we use and retain your information, please see our Workforce Privacy Notice.