Sr. Customer Success Implementation Manager

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.
We are seeking a Senior Customer Success Implementation Manager who will focus on implementing Lyra’s largest employer segment, Major/Key segment employer customers (30,000+ lives). As a Senior Customer Success Implementation Manager, you will serve as the main point of contact for all cross-functional communications, questions and issues related to launching a new customer.
You should: - Be naturally collaborative with strong communication and listening skills, with an emphasis on building relationships and trust- Highly organized and detail-oriented; nothing falls through the cracks with you in charge- 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

• Serve as the primary implementation lead for Lyra’s largest employer segment, Major/Key segment employer customers (30,000+ lives), maintaining regular contact with the customers’ benefits team members and other key stakeholders to ensure launch readiness
• Partner closely with the sales and customer success team members to ensure a seamless handoff of a customer once a contract is signed
• Managing, executing and troubleshooting technical operations required to successfully launch Lyra’s benefit to clients
• Partner with Customer Success to track overall launch readiness, drive to deadlines and evaluate launch success
• Serve as the main point of contact for all cross-functional communications, questions and issues related to launch technical operations and liaise cross-functionally to resolve issues
• Collaborate with cross-functional teams such as Engineering, Customer Success, Business Operations, etc. to identify process improvement opportunities and build and refine launch processes, tools and systems
• Lead customer-facing calls as needed to execute on launches
• Complete other special projects as needed

QUALIFICATIONS

• Bachelor’s degree 
• 8+ years experience in implementation and/or customer success, ideally in the area of HR / Benefits / Healthcare with employers or other large groups
• Experience managing relationships with customers with an employee headcount at or above 30,000
• Excellent communication skills-both verbal and written, with an emphasis on quickly gaining trust
• Passion for mental health and changing the healthcare landscape
• Ability to innovate and creatively solve problems in a highly collaborative manner
• Strong project management skills and a demonstrated ability to work successfully on cross-functional teams
• Ability to prioritize and balance multiple projects simultaneously
• Experience with Tools (Asana, Jira, Salesforce, Tableau) preferred

DIVERSITY & INCLUSION

• Diversity, equity, inclusion, and belonging (DEIB) at Lyra is essential to the way we deliver culturally responsive care, build and manage our provider network, and support holistic efforts to strengthen DEIB in workplaces around the world—including our own.
• People come to Lyra with a range of needs, backgrounds, and abilities that influence their response to mental health support. Our diverse network of providers delivers comprehensive mental health treatment and support rooted in culturally responsive care, a multicultural approach that accounts for the impact of cultural backgrounds on each person’s care experience. Learn more at https://www.lyrahealth.com/diversity-equity-inclusion-belonging/

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability,  genetic information or any other category protected by law.