Lyrahealth2mo ago

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Senior Customer Success Manager

India·MumbaiFull-timesenior

Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

A strong leader who promotes cross-functional collaboration and sustainable professional relationships. Upholding Lyra Values: Demonstrate Lyra’s core values of clinical excellence, innovation,

Requirements Summary

Suitable qualification in business or a related field; Master's degree preferred. Experience Level: Minimum of 10–12+ years of progressive experience in relationship management with key customers.

Technical Tools

Customer Success ManagerCustomer

About Lyra

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 fast 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.

The Senior Customer Success Manager serves as a strategic leader within the International CS team, providing leadership and mentorship to a team of Customer Success Managers and CS Executives. You are overall responsible for the health, retention, and growth of all allocated accounts, ensuring the delivery of a premium customer experience through the effective management of global stakeholders, partners, and providers.

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 subject matter expert on the Indian mental health landscape, providing the commercial team with localized insights to refine go-to-market strategies.

Sales Collaboration: Partner with the Business Development and Commercial teams during the late-stage sales cycle to demonstrate CS excellence and clinical impact to prospective clients.

Customer Advocacy: Cultivate strong relationships with executive sponsors to develop "Customer Champions" who can provide testimonials, case studies, and referrals for new business.

Retention as Growth: Secure long-term renewals that stabilize the local business foundation, directly enabling the capacity for aggressive market expansion in the region.

4. Retention, Risk & Financial Oversight

Actively monitor portfolio-wide risk and implement advanced mitigation strategies in collaboration with the CS Director.

Oversee the renewal process, including the preparation of initial proposals and negotiation of mutually beneficial outcome agreements.

Ensure the financial health of the account portfolio by monitoring invoicing, payment cycles, and on-time billing through internal systems.

5. Strategy, Expansion & Reporting

Identify clinical themes and trends from customer data to recommend strategic enhancements and value-add solutions.

Contribute to the development of customer promotional plans and coordinate with global operations to deliver impactful campaigns and events.

Oversee the distribution and presentation of customer reports, leveraging Business Intelligence support for deep-dive analysis.

Qualification: Suitable qualification in business or a related field; Master's degree preferred.

Experience Level: Minimum of 10–12+ years of progressive experience in relationship management with key customers.

Specialized Experience: At least 5 years of experience within an EAP or mental health setting, with proven team leadership experience.

Global Exposure: Extensive global account management experience is a distinct advantage.

Clinical & Business Acumen: Exceptional understanding of mental health services and the advanced ability to identify and manage high-level organizational risk.

Problem Solver: Highly analytical with superior problem-solving skills, capable of navigating intricate operational challenges independently.

Autonomous & Accountable: Able to lead a team independently while ensuring critical strategic decisions are aligned with Lyra’s global vision.

Detail-Oriented: Meticulous attention to detail in financial management, record-keeping, and complex contracting procedures.

Communicator: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly to global stakeholders.

Proactive & Adaptive: Strong continuous improvement mindset with the flexibility to thrive in a fast-paced, evolving international environment.

Organized: Highly organized with an exceptional ability to plan and prioritize high-volume portfolio responsibilities under pressure.

Collaborative: A strong leader who promotes cross-functional collaboration and sustainable professional relationships.

Upholding Lyra Values: Demonstrate Lyra’s core values of clinical excellence, innovation, and empathy in all stakeholder interactions.

Task Ownership: Ensure high precision in all clinical and administrative tasks within agreed-upon Service Level Agreements (SLAs).

Process Optimization: Identify gaps in workflows and implement solutions that enhance operational efficiency and care outcomes.

Workshop & Event Participation: Support the delivery of workshops, content creation, and participation in webinars or events to promote Lyra’s research and care model.

"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, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, 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) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. 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. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."