Customer Success Operations Manager at Lyra Health

About Lyra Health 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. Role Overview: The CS Operations manager role is critical for managing data quality across all systems used by the CS team, as well as improving CS processes and implementing innovations to drive efficiency. This role is also responsible for scheduling and managing all CS and cross functional team meetings, managing CS special projects, and supporting internal CS reporting. Remote: This role is fully remote, however, the successful candidate will be required to travel to the office periodically for in-person meetings. Hours: Monday to Friday, 8am to 5pm Flexibility: Candidates must demonstrate flexibility to attend meetings with the global US team outside of standard South African working hours. Key Responsibilities • Maintaining and refining processes between Customer Success and internal stakeholders, while ensuring teams are trained and aligned on best practices to support efficiency and data accuracy • Reviewing existing systems, apps and tools available across the Lyra group to identify those that could be leveraged to address process challenges, and working with relevant teams to implement approved systems or tools for the International Customer Success team • Identifying and building a business case for new system solutions to process challenges, and liaising with relevant teams to assess feasibility and dependencies for implementation • Partner with cross-functional teams to introduce and adopt new systems, ensuring the Customer Success team receives effective onboarding and training, while serving as the primary escalation point for system support and issue resolution • Maintain and continuously enhance accessible system documentation and resources, ensuring both International and Group Entity Customer Success teams have reliable, up-to-date guidance for effective day-to-day operations • Provide strong, people-first leadership to the CS Operations team as processes and systems mature and scale. Offer mentorship grounded in technical capability, industry insights, and organizational knowledge, empowering each team member to perform successfully and advance professionally • Support informed decision-making by collecting, organizing, and analyzing key performance metrics, ensuring leadership, cross-functional teams and the CS team have clear visibility into progress against SLAs and objectives • Design structured tracking systems that enable CS leadership to visualize performance, remove roadblocks proactively, and guide the team toward efficient problem-solving and long-term success • Act as a liaison in resolving clinical operational disruptions stemming from CS record-keeping, ensuring errors are corrected quickly and escalated to the right teams when additional clinical support is needed • Customer SLA & PG departmental coordination, tracking and follow up • Manage and coordinate Leadership meeting agendas, as well as the presentation deck for monthly CS Team meetings • Manage and Coordinate the development and scheduling of the Engagement Calendar • Project budget, coordinate scheduling and confirm team bookings for any in-person gathering(s) - where applicable • Coordinate monthly departmental catch up calls and quarterly SLA review calls, ensuring clear and effective feedback and improvement development • Salesforce SuperUser representative for CS INT (including fortnightly meetings with all SuperUsers and Fortnightly meetings with Tech for status and troubleshooting catch ups) • Support finance and partnerships with partner headcount 'reporting' • Develop and implement Voice of the Customer and Customer References management for the Wellbeing product Qualifications • Relevant tertiary qualifications • Salesforce - advanced Experience • Industry experience is desirable (background in mental health, wellbeing, health, employee assistance programmes will be an advantage) • Customer facing experience is desirable • Experience working cross-functional teams About You • Attention to detail • Highly organised and structured approach • Ability to work independently • Ability to function effectively in a fast paced environmen Why Lyra? • Holidays: 21 days per year + public holidays (Full time) • Discretionary bonus scheme • Group Life Cover • Disability Cover • Employee Assistance Programme In accordance with the Employment Equity Act, preference will be given to suitably qualified candidates from designated groups, including persons with disabilities. "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."