Sr. Manager, Customer Contracting and Implementation

Sr. Manager, Customer Contracting and Implementation

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 Sr. Manager, Customer Contracting and Implementation is responsible for leading and driving health plan and employer customer implementation initiatives across the organization, ensuring the execution of successful customer contracts and owning the end to end implementation process with Bend, including overseeing the successful onboarding, implementation, and transition of new clients into the organization's services. This role ensures that customer projects, including clinical collaborations, leadership reporting, and product integrations, are managed effectively, are delivered on time, and meet the agreed-upon objectives. The Sr. Manager will collaborate closely with internal teams, including sales, product, operations, revenue cycle management, and support, as well as the client's key stakeholders to ensure smooth transitions and a high level of client satisfaction.

This position requires strong leadership, ability to lead customer relationships and manage action items, analytical skills such as client storytelling and data analysis, an ability to collaborate cross-functionally with internal teams, and experience with building new and improved processes. The Sr. Manager will be responsible for identifying, developing, and implementing strategies to improve operational performance, enhance client satisfaction, and ensure compliance with accreditation standards.

Position is 100% remote. This role can be carried out from our Burlingame, CA headquarters, hybrid, or fully remote / virtually. Remote candidates must be physically located within the United States. Ability to travel up to 15% of the time for client meetings, training, or on-site support.

Responsibilities

• Client Onboarding and Implementation :
• Lead the end-to-end client implementation process, ensuring all projects are completed on time, within scope, and on budget.
• Develop, document, and manage client-specific implementation plans, including timelines, milestones, and deliverables.
• Coordinate and collaborate with cross-functional teams (sales, product, support, etc.) to ensure resources are available and aligned for the successful implementation of client solutions.
• Act as the main point of contact for clients during the implementation phase, addressing any concerns and ensuring smooth communication.
• Surface client concerns and work with internal Bend teams, including operations, clinical and product, to resolve.
• Own ongoing reporting requirements and support relationship development with health plans post-contract.
• Provide data analysis, including rate benchmarks and revenue projections, and pipeline management on client sales opportunities and communicate with Sales and Growth team.
• Joint Commission & Regulatory Compliance :
• Ensure that all operational processes and improvements align with Joint Commission standards, regulatory guidelines, and other industry best practices.
• Partner with clinical, operational, and compliance teams to maintain Joint Commission accreditation and ensure continuous readiness for surveys and audits.
• Assist with the development and implementation of corrective action plans for any areas of non-compliance or deficiencies identified during surveys or audits.
• Reporting and Metrics :
• Work with internal Bend teams, including research and marketing, to gather reports on health plan referral volume, claims analyses, utilization metrics, and quality outcomes to present to customer leadership.
• Develop and maintain implementation performance dashboards and reports for senior leadership and clients.
• Regularly track and report on implementation success metrics (e.g., time-to-launch, client satisfaction, post-implementation issues).
• Utilize data insights to drive improvements in implementation processes and client outcomes.

Core Competencies

Qualifications

As a full-time Sr. Manager, Customer Contracting and Implementation, you will be employed by Lyra Health, Inc. The anticipated annual base salary range for this full-time position is $119,000 to $183,000. The base range is determined by role and level, and placement within the range will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location. This role may also be eligible for discretionary bonuses.

Annual salary is only one part of an employee's total compensation package at Lyra. We also offer generous benefits that include :

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.