Senior Customer Success Manager

Requirements and

Qualifications Qualification: Suitable qualification in business or a related field; Master's degree preferred. Experience Level: Minimum of 10–12+ years of progressive experience in relationship management with key customers. Specialized Experience: At least 5 years of experience within an EAP or mental health setting, with proven team leadership experience. Global Exposure: Extensive global account management experience is a distinct advantage. About You Clinical & Business Acumen: Exceptional understanding of mental health services and the advanced ability to identify and manage high-level organizational risk. Problem Solver: Highly analytical with superior problem-solving skills, capable of navigating intricate operational challenges independently. Autonomous & Accountable: Able to lead a team independently while ensuring critical strategic decisions are aligned with Lyra’s global vision. Detail-Oriented: Meticulous attention to detail in financial management, record-keeping, and complex contracting procedures. Communicator: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly to global stakeholders. Proactive & Adaptive: Strong continuous improvement mindset with the flexibility to thrive in a fast-paced, evolving international environment. Organized: Highly organized with an exceptional ability to plan and prioritize high-volume portfolio

responsibilities under pressure. Collaborative: A strong leader who promotes cross-functional collaboration and sustainable professional relationships. Miscellaneous Upholding Lyra Values: Demonstrate Lyra’s core values of clinical excellence, innovation, and empathy in all stakeholder interactions. Task Ownership: Ensure high precision in all clinical and administrative tasks within agreed-upon Service Level Agreements (SLAs). Process Optimization: Identify gaps in workflows and implement solutions that enhance operational efficiency and care outcomes. Workshop & Event Participation: Support the delivery of workshops, content creation, and participation in webinars or events to promote Lyra’s research and care model. \n " 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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