Customer Success Implementation Manager

Lyra Health is a leading provider of evidence-based mental health care, serving millions globally. They are seeking a Customer Success Implementation Manager to implement their services for new customers and serve as the main point of contact for all related communications and issues.

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

Requirements:

• 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
• Deep passion for mental health and changing the healthcare landscape
• Experience with Salesforce, Jira and Asana preferred