Customer Success Manager
SamaSalary not specified
Full Time
Entry Level & New Grad
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Mental Health, Healthcare, TechnologyIndustries
Requirements
- Bachelor’s degree in Business Administration, Psychology, Counselling, Mass Communication, Health Sciences or a related field
- For Non Counseling/Psychology qualified candidates: Minimum 1 year of experience in customer success, account management, or a related client-facing role. Experience with 2 years will be given preference
- For counseling/Psychology qualified candidates: Minimum 1 year of experience in working in a healthcare or mental health setting is required. Experience with 2 years will be given preference
- Strong interpersonal and communication skills, with a focus on relationship management
- Ability to manage multiple accounts simultaneously, with strong organizational and prioritization skills
- Experience i (incomplete in description)
Responsibilities
- Manage a portfolio of Malaysia-based corporate clients, overseeing program launches, ongoing program management, and relationship building to ensure excellent customer service and a seamless customer experience
- Serve as the primary point of contact for clients, coordinating with internal teams and global providers to deliver high-quality services
- Utilize data to measure and demonstrate the impact and value of programs, preparing and delivering insightful client reports
- Proactively identify and mitigate client-related risks, implementing strategic interventions to maintain service quality and client satisfaction
- Maintain up-to-date client information and records on relevant systems
- Handle any crisis management situations, ensuring effective communication and timely response to clients and relevant stakeholders
- Drive portfolio expansion by identifying and initiating commercial opportunities, such as adding services, territories, or headcounts to existing client accounts
- Upsell additional services, including Learning & Development offerings, to enhance value for clients
- Manage projects, including health and HR fairs, where the Employee Assistance Program (EAP) or other wellbeing aspects may need representation
- Ensure accurate and up-to-date maintenance of client information in company systems
- Collaborate with the Finance team to facilitate timely invoicing and assist in managing outstanding accounts
- Support account management tasks, including preparing quotations, invoices, and tracking client communications
- Participate in projects as needed, such as report writing, consulting, and responding to client inquiries
- Work closely with the business development team to support contract negotiations, renewals, and other sales initiatives
- Rotate responsibilities on the toll-free customer support line, ensuring prompt and effective client assistance. (Applicable to Clinical Psychologist/Counsellors)
- Provide support to the inquiry team as needed
- Additional account management tasks may be assigned as needed
Skills
Account Management
Client Retention
Business Development
Risk Management
Crisis Management
Data Analysis
Customer Reporting
Program Management
Relationship Building
EAP
Lyra Health
Digital mental health care services for employees
About Lyra Health
Lyra Health offers mental health care services through a digital platform, primarily targeting businesses that want to support their employees. The company connects employees with a network of over 20,000 vetted mental health providers, offering services like therapy, coaching, and self-guided programs, accessible in-person or online. What sets Lyra Health apart is its concierge model, which provides personalized care and 24/7 support from care navigators. The goal is to improve employee wellness while helping businesses reduce healthcare costs.
Burlingame, CaliforniaHeadquarters
2015Year Founded
$671.3MTotal Funding
SERIES_FCompany Stage
Social Impact, HealthcareIndustries
1,001-5,000Employees
Benefits
Lyra for Lyrians - Full access to Lyra’s mental health services for employees and their eligible dependents—at no charge
Health benefits - Comprehensive medical, dental, and vision benefits, along with a free monthly membership to One Medical
Financial rewards - Generous compensation, 401k, and equity options
Paid time off - Guilt-free time to unwind and recharge, including four weeks of vacation and paid holidays
Tech stipend - Monthly stipend to spend on technology needs
Snacks & meals - Monthly Uber Eats and NatureBox credits to nourish body and mind
Risks
Increased competition from platforms like Ginger and Headspace Health.
Potential regulatory scrutiny over data privacy concerns with digital platforms.
Economic downturns may lead to reduced corporate spending on employee benefits.
Differentiation
Lyra Health offers a concierge member experience with personalized mental health care.
The company has a global network of 20,000 providers in over 200 countries.
Lyra's evidence-based approach results in 7x better outcomes than traditional plans.
Upsides
Lyra Health's partnerships with AT&T and CHA validate its market position.
The company has sustained a 26% reduction in healthcare costs over four years.
Lyra's expansion into teen mental health care addresses a growing market need.
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