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ManagerFull-timeAI
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a dedicated Customer Success Manager to serve as the primary point of contact for local contracts and global clients with a UK footprint. This strategic role focuses on embedding mental health excellence into client workplace cultures, ensuring high-impact adoption, and driving retention.
Key Responsibilities
- →Strategic Account Ownership: Manage the entire customer journey from implementation to renewal for local UK&I contracts.
- →Wellbeing Strategy: Design and execute a 2026 Wellbeing Strategy for each customer.
- →Value Realisation: Conduct high-impact QBRs and ABRs, presenting utilisation reports that prove ROI.
- →Commercial Growth: Partner with the UK Country Manager to create and present renewal proposals.
- →Local Relationship Lead: Build and maintain relationships with local representatives for global customers.
- →Implementation & Launch Support: Lead seamless migrations and local launch events.
- →Market Advocacy: Advise customers on appropriate interventions and promotional strategies.
- →Risk Management: Monitor "at-risk" accounts and design bespoke intervention plans.
- →Crisis Management: Support local crisis efforts with clear communication.
- →Financial Oversight: Ensure timely invoicing and track outstanding payments.
- →Systems Management: Maintain client information accuracy within Lyra’s CRM.
Requirements
- ✓3+ years in Customer Success or Account Management in a B2B SaaS or professional services environment.
- ✓Direct experience in the mental health landscape or corporate wellness sector.
- ✓Experience managing the entire client journey from implementation to renewals.
- ✓Experience working within a global organization with teams in different time zones.
- ✓Ability to analyse utilisation data and transform metrics into compelling narratives.
- ✓Core Skills & Competencies
- ✓Strategic & Commercial Acumen
- ✓Relationship & Communication Excellence
- ✓Operational & Technical Proficiency
- ✓Adaptability & Soft Skills
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