Lead and manage new customer implementations: coordinate cross-functional teams, run technical launch operations, optimize systems and documentation, lead customer-facing calls, track launch readiness, and build scalable SOPs for bespoke and scaled solutions.
About Lyra Health
Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 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.
About the Role:
Lyra Health is looking for a Customer Success Implementation Manager who will focus on implementing Lyra for new customers and will serve as the main point of contact for all cross-functional communications, questions, and issues related to launching a new customer.
This role is a perfect fit for a natural collaborator who possesses strong communication and listening skills, is highly organized, and thrives on balancing multiple priorities. If you are passionate about making a difference, love breaking down ambiguous problems into concrete components, and want to think through optimal solutions in a high-growth environment, we want to hear from you!
Responsibilities:
- Cross-Functional Orchestration: Lead seamless client transitions by partnering with Sales for a highly informative onboarding hand-off at contract signature, and collaborating with Customer Success Managers to ensure a smooth transition to ongoing account management.
- Technical Launch Operations: Ensure launch readiness by managing, executing, and troubleshooting technical operations required to successfully launch Lyra’s benefit to clients.
- Systems Optimization: Create, maintain, and improve our tools, systems, and documentation related to launch technical operations and overall readiness.
- Launch Evaluation: Partner with Customer Success to track overall launch readiness, drive internal teams to deadlines, and evaluate launch success.
- Central Point of Contact: 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.
- Cross-Functional Collaboration: Collaborate with teams such as Payer and Data Integrations, Customer Success, and Marketing to identify process improvement opportunities and build and refine launch processes, tools, and systems.
- Client Engagement: Lead customer-facing calls to successfully execute on-time launches.
- Process Scaling Support: Support senior members of the implementation team in designing standard operating procedures (SOPs) and creating repeatable processes for new solutions to help the department scale.
- Bespoke Solutioning: Lead the strategic evolution of the implementation function to accommodate new business lines, innovative product offerings, and complex, bespoke customer needs, establishing scalable processes and best practices for diverse implementation challenges.
Qualifications:
- 5+ years of work experience in a high-growth, fast-paced environment; experience in an Implementation, Operations, or Customer Success role preferred.
- Demonstrated experience in the employer-sponsored health benefits space.
- Excellent communication skills—both verbal and written, with an emphasis on quickly gaining trust.
- Strong project management skills and a demonstrated ability to work successfully on cross-functional teams while balancing multiple projects simultaneously.
- Ability to innovate and creatively solve problems in a highly collaborative manner.
- Experience with Salesforce, Jira and Asana preferred.
- Deep 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, 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 [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
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