Customer Success Manager, Health Plans

Customer Success Manager, Health Plans

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.

Bend Health, a Lyra Health Company, is looking for a Customer Success Manager who is energized by engaging with customers, building relationships, strategy and overall delivering results. You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer; you are passionate about making a difference, comfortable with ambiguity, and are naturally collaborative. This role is fully remote with some customer travel (20%). Candidates must be physically located within the United States due to travel requirements.

Responsibilities

Serve as the primary relationship owner for our health plan partners, maintaining regular contact with the customers' benefits team members and other key stakeholders.

Partner with marketing to develop and deliver engaging campaigns and workshops for your customers.

Produce and regularly communicate customer reports.

Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues.

Contribute to product roadmap planning, providing an important customer and patient voice, and champion new product offerings with your customers.

Leave customers feeling supported and delighted after every interaction, such that they renew with Bend each year.

Take ownership of referral volume for each of your customers, ensuring you exceed referral targets.

Qualifications

5+ years experience in customer success / or a related field, ideally in the area of health plans or products sold to health plans.

Excellent communication skills-both verbal and written, with an emphasis on quickly gaining trust.

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 customers.

Strong relationship building skills; proven experience working with and influencing key decision makers (including executive level) and balancing the needs of internal and external stakeholders.

Intellectual curiosity and self-awareness to identify knowledge gaps or development areas; ability to apply learnings and adapt to new situations.

Ability to thrive in a fast environment - take initiative, prioritize, problem solve, and deliver.

Willingness to travel (20%)