Account Manager at Lyra Health

About Lyra 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. Based remotely in Tokyo, the Account Manager (Japan) serves as the primary strategic partner and cultural anchor for Lyra Health’s global enterprise clients, with a dedicated focus on Lyra’s key global customer in Japan operations. This role acts as the high-touch, local point of contact for the client’s regional leadership, ensuring that Lyra’s mental health solutions are seamlessly integrated within the unique regulatory and cultural landscape of the Japanese workplace. By bridging the gap between global strategy and local execution, you will own the end-to-end client lifecycle—from driving high-impact engagement and strategic account management to securing long-term client retention through data-driven ROI. As the regional subject matter expert, you will also serve as a vital escalation point for critical incidents, providing culturally nuanced crisis support and ensuring that Lyra's key strategic customer employees in Japan receive world-class care that respects local sensitivities and clinical standards. Key Responsibilities: Strategic Regional Partnership: Act as the primary Japan-based consultant for a portfolio of global enterprise clients, ensuring Lyra’s mental health platform integrates seamlessly with each organization's specific corporate culture and local HR policies. Portfolio Retention & Renewal: Own the end-to-end retention strategy for all Japan-based entities within your book of business. This includes identifying churn risks early and delivering data-driven business reviews that demonstrate localized ROI and clinical efficacy. Key Global Customer Hub Lead: Serve as the dedicated, high-touch point of contact for Lyra's key strategic account Japanese headquarters, navigating their complex internal hierarchy to ensure "gold-standard" service delivery across their regional divisions. Cultural Localization & Engagement: Tailor global open enrollment and mental health awareness campaigns to resonate with the Japanese workforce, accounting for local sensitivities around stigma, overwork prevention, and workplace harmony. Critical Incident & Crisis Escalation: Serve as the first line of defense for regional crises (e.g., workplace tragedies, natural disasters, or acute mental health emergencies), coordinating rapid-response clinical support that adheres to Japanese cultural norms. Market Intelligence & Feedback Loop: Act as the "voice of the Japanese market" for Lyra’s product and clinical teams, providing insights on local competitor trends, regulatory changes and provider network gaps. Cross-Border Collaboration: Partner with Global Account Managers/Consultants to ensure a unified "One-Lyra" experience for multinational clients, providing the local expertise necessary to execute global contracts within Japan. Requirements: • 3+ years experience in account management • Experience with large global customers is desirable • Experience with EAP management or healthcare sales is an advantage. • Ability to communicate in Japanese and English • Proficiency in CRM software such as Salesforce to track client management and retention is an advantage. • A background in Clinical Psychology or Counselling is an advantage, as it helps in understanding the nature of the service. • Experience in financial management of client contracts is essential. "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 [Upgrade to PRO to see contact]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."