Full-Time
Senior Customer Success Manager
Lyra Health
1,001-5,000 employees
Concierge digital mental health for employees
No salary listed
Mumbai, Maharashtra, India
In Person
On-site in Mumbai, India.
 Customer Experience & Support (1) |
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- Qualification in business or a related field; Master's degree preferred.
- Minimum of 10–12+ years of progressive experience in relationship management with key customers.
- At least 5 years of experience within an Employee Assistance Program or mental health setting, with proven team leadership experience.
- Extensive global account management experience is a distinct advantage.
- Lead, mentor, and develop a high-performing team of Customer Success Managers and CS Executives, fostering a culture of accountability and excellence.
- Oversee team workload and resource allocation to ensure timely completion of tasks and strategic project milestones.
- Provide high-level guidance on complex customer escalations, renewal strategies, and risk mitigation plans.
- Maintain overall accountability for the management of a portfolio of key global Lyra Wellbeing customers.
- Drive client retention and enhance the overall customer experience by ensuring team adherence to service level agreements and quality standards.
- Lead high-level customer meetings and Quarter Business Reviews (QBRs), interpreting complex data to support strategic recommendations.
- Manage implementation of customer programmes, ensuring smooth launches and accurate contracting/supplier registration.
- Strategic Upselling & Expansion: Identify opportunities within the existing portfolio to expand service offerings, advocating for Lyra’s comprehensive care model to increase account value.
- Local Market Intelligence: Act as a subject matter expert on the Indian mental health landscape, providing the commercial team with localized insights to refine go-to-market strategies.
- Sales Collaboration: Partner with the Business Development and Commercial teams during the late-stage sales cycle to demonstrate CS excellence and clinical impact to prospective clients.
- Customer Advocacy: Cultivate strong relationships with executive sponsors to develop "Customer Champions" who can provide testimonials, case studies, and referrals for new business.
- Retention as Growth: Secure long-term renewals that stabilize the local business foundation, directly enabling the capacity for aggressive market expansion in the region.
- Actively monitor portfolio-wide risk and implement advanced mitigation strategies in collaboration with the CS Director.
- Oversee the renewal process, including the preparation of initial proposals and negotiation of mutually beneficial outcome agreements.
- Ensure the financial health of the account portfolio by monitoring invoicing, payment cycles, and on-time billing through internal systems.
- Identify clinical themes and trends from customer data to recommend strategic enhancements and value-add solutions.
- Contribute to the development of customer promotional plans and coordinate with global operations to deliver impactful campaigns and events.
- Oversee the distribution and presentation of customer reports, leveraging Business Intelligence support for deep-dive analysis.
- 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.
- Task Ownership: Demonstrate ownership and accountability for clinical and administrative tasks within 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.
Lyra Health provides employer-sponsored mental health care through a global network of vetted providers. It offers a concierge experience with access to self-guided programs, coaching, therapy, and medication management, available in-person, by video, or via text. A 24/7 in-house care navigator helps employees navigate care. Businesses pay for access to Lyra’s services, with the aim of reducing overall healthcare costs through better mental health support. The company differentiates itself with a large, globally distributed provider network (20,000 providers in 200+ countries) and a focus on a personalized, plumber-to-care experience for each employee, combining flexible care options, accessibility, and support. The goal is to improve employee well-being while delivering potential cost savings to employers by addressing mental health needs at scale.
Company Size
1,001-5,000
Company Stage
Series F
Total Funding
$690.1M
Headquarters
Burlingame, California
Founded
2015
Get referred to Lyra Health
See people who can refer or advise you
Simplify's Take
What believers are saying
- Multinational employers need one vendor for fragmented mental-health and safety requirements.
- Higher-acuity services expand share of wallet beyond coaching and basic therapy.
- Outcome-driven positioning supports premium pricing versus legacy EAPs.
What critics are saying
- Modern Health and platform benefits vendors pressure Lyra’s enterprise accounts.
- Country-specific psychosocial regulations force costly local implementation and slow sales cycles.
- Employers can downgrade to cheaper EAPs or in-network therapy when budgets tighten.
What makes Lyra Health unique
- AI-powered matching and concierge navigation improve speed-to-care and provider fit.
- Global psychosocial risk management adds compliance-oriented services beyond standard therapy benefits.
- A curated, evidence-based network spans 200-plus countries and 60-plus care needs.
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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
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 0%Lyra Health joins Workday Wellness program as Preferred Mental Health Partner. BURLINGAME, Calif.-(BUSINESS WIRE)-Lyra Health, the leader in workforce mental health solutions, today announced that it has been named the Workday Wellness Preferred Mental Health Partner. This designation recognizes Lyra's extensive experience in workforce well-being, bringing its high-quality care and offerings directly into the Workday Wellness ecosystem. Workday Wellness is an AI-powered solution that offers employees more seamless access to their benefits and offers employers a real-time view into the benefits and wellness offerings their members use and value most. The solution aims to deliver greater administrative efficiency for employers, and provide actionable insights that maximize engagement and outcomes for both employers and employees. Lyra's evidence-based services will be integrated into Workday Wellness's AI-powered ecosystem to more efficiently and effectively connect eligibility, surface personalized recommendations, and deliver life-changing care. Lyra and Workday will work together to explore additional Workday Wellness use cases to better support members in the moments that matter most. "Employees today are looking for comprehensive support that addresses their total well-being," said Saqib Sheikh, global vice president, partner strategy and growth, Workday. "By welcoming Lyra Health into the Workday Wellness partner program, we're making it even easier for our customers to provide high-quality mental health resources as part of a diverse wellness ecosystem that helps organizations foster a more resilient and engaged workforce." "This partnership is a powerful step forward in delivering on our mission to transform access to life-changing mental health care and deliver the clinical outcomes that define the Lyra standard." said Sean McBride, President of Lyra Health Workforce Mental Health. "As the Preferred Mental Health Partner in the Workday Wellness ecosystem, we are making it faster and easier for people to get the care they need, when they need it, while simultaneously helping people leaders better support their employees and manage their benefits programs." Key Partnership Highlights * Turnkey Employer Implementation: Workday Wellness automates benefit plan setup leveraging advanced APIs, allowing for rapid, turnkey implementations. This solves the traditional "heavy lift" associated with deploying new Employee Assistance Programs (EAPs) or mental health benefits. * Enhanced Member Experience: Through real-time eligibility data and AI-personalized recommendations, members are connected seamlessly to evidence-based care. Lyra's care model is clinically proven to help 9 out of 10 members get better[1], helping individuals recover twice as fast as traditional methods. * Partner of Choice: As the Workday Wellness Preferred Mental Health Partner, Lyra is a key component of the Workday Wellness ecosystem. This partnership allows Workday customers to easily access Lyra's vetted, high-quality care, delivering the clinical quality their workforces require. "As a Lyra customer ourselves, we're making high-quality mental health support easy for employees to access and simple for HR teams to manage," said Ben Carter, senior vice president, total rewards, people business partners and M&A. "By bringing Lyra into the Workday Wellness ecosystem, we are giving our customers the same seamless, impactful experience that our own employees value every day." About Lyra Health Lyra Health is the leading provider of workforce mental health benefits, serving more than 20 million people globally through direct employer contracts and more than 100 million through health plan and partner relationships. 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 for members, providers and HR leaders. Empower works in the background to quickly connect members to the largest global network of evidence-based mental health providers, deliver actionable insights to benefit leaders, and free up providers to focus on client care - driving outstanding positive outcomes that are equitable across diverse racial and ethnic groups. 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. For more information, visit lyrahealth.com.
Carrum Health partners with Lyra Health to deliver integrated specialty and mental health care. Published. March 3, 2026 Carrum Health and Lyra Health have formed a strategic partnership to combine specialty medical services with behavioral health support for employer-sponsored plans. The collaboration connects Carrum's bundled Centers of Excellence programs in surgery, cancer care, and substance use disorder (SUD) treatment with Lyra's mental health services, creating pathways for high-cost, high-acuity populations. The integrated model enables referrals in both directions, aligning care navigation teams and reducing reliance on out-of-network providers, where behavioral health spending ranges from 25% to 30%, and SUD costs can climb as much as 40%. Become a subscriber. Please purchase a subscription to continue reading this article. Matthew Eurey, Chief Commercial Officer at Carrum Health, stated, "Behavioral health and physical health aren't separate challenges; they're interconnected." He added that members need "support across the full care continuum, not just at the point of crisis." The partnership allows Lyra Care Navigators to refer members to Carrum's specialty network, while Carrum patients gain access to Lyra's mental health programs for step-up and step-down support. The companies aim to reduce fragmented care that often leads to preventable crises and higher claims costs, as nearly 80% of large employers report rising demand for mental health and SUD services. Sean McBride, President of Employer Solutions at Lyra Health, noted, "When members get stuck between services that don't talk to each other, it leads to preventable crises and costly out-of-network claims."
Carrum Health and Lyra Health have launched a partnership integrating specialty care and mental health services for employer clients. The collaboration connects Carrum's surgical, cancer and substance use disorder treatment network with Lyra's behavioural health services to improve care coordination and reduce costs. The bidirectional partnership enables seamless referrals between providers. Lyra's care navigators can refer members needing specialty care to Carrum, whilst Carrum members receive access to Lyra's mental health services during recovery. The integration addresses fragmented care delivery, particularly for substance use disorder patients, where out-of-network costs surge up to 40%. For mutual clients, the partnership eliminates separate contracting needs whilst delivering coordinated care pathways, reduced out-of-network spending through bundled payment models, and rapid access to treatment without cost barriers for members.
Lyra Health unveils clinical-grade AI for mental health care. Lyra Health, a mental health solutions provider, has introduced the first clinical-grade artificial intelligence system for mental health care. The system integrates with the Lyra Empower platform, blending digital tools with evidence-based therapy, and features risk-detection mechanisms that ensure immediate escalation to live care when needed. "Care innovation is core to Lyra's DNA," said Jennifer Schulz, CEO of Lyra Health. "We proved that mental health care works better with smart technology - starting with AI that matches people to the right providers and now extending support any time of day." Lyra's new Polaris Principles provide ethical and clinical safeguards for the responsible use of AI in mental health. This framework prioritizes human-led care, cultural sensitivity, and scientific validation. "AI built with proper clinical training and guardrails opens up a new path to care and extends the efforts of our amazing provider network as they deliver high-quality mental health support," stated Chief Clinical Officer Alethea Varra. Lyra's research division has published 23 peer-reviewed studies to date and continues to invest in understanding AI's role in mental health treatment.
Lyra Health introduces first clinical-grade AI for Mental Health. Lyra AI Provides 24/7 Support Backed by a World-Class Provider Network "Polaris Principles" Established for Safe, Clinically Rigorous AI Mental Health Services Lyra Health today introduced the first clinical-grade AI experience for mental health care. Built on more than a decade of real-world experience serving 20 million people around the world, Lyra AI is rooted in proven clinical outcomes, provider training, and strict safety protocols. Backed by a world-class network of providers, Lyra AI gives members access to mental health support anytime. "Care innovation is core to Lyra's DNA," said Jennifer Schulz, CEO of Lyra Health. "Over the last decade, we've built new care models that combine evidence-based treatment with accessible technology. We proved that mental health care works better with smart technology - starting with AI that matches people to the right providers and now extending support any time of day. We're extremely excited to introduce Lyra AI, a powerful new model for mental health support at this critical moment." Lyra AI builds on the Lyra Empower platform, bringing together Lyra's extensive AI background with its evidence-based and proprietary Lyra Care model, which blends digital skill-building between live provider sessions. Introducing Lyra AI: New 24/7 mental health support Starting today, new Lyra AI functions will be available through a pilot for select customers to help their members facing mild and moderate challenges like burnout, sleep, and stress. Members get instant, integrated support from a clinically designed conversational AI guide. Lyra AI features a sophisticated risk-flagging system that identifies situations requiring immediate escalation, with clear pathways to quickly connect a member with a live representative from Lyra's 24/7 care team. Beginning in 2026, Lyra will introduce conversational AI enhancements across the Lyra experience to deliver personalized, higher-value care and meet members where they are to build mental fitness. "We've seen how devastating the outcomes can be when people turn to AI that lacks clinical safeguards - the bottom line is that there is no replacement for true human connection," said Alethea Varra, Chief Clinical Officer. "We also recognize that shame, or simply not wanting to talk to a provider, can prevent people from taking that important first step. AI built with proper clinical training and guardrails opens up a new path to care and extends the efforts of our amazing provider network as they deliver high-quality mental health support." Lyra has introduced the Polaris Principles, a comprehensive blueprint promoting the safe and ethical deployment of AI in mental health care, ensuring that the rapid expansion of AI technology is grounded in clinical efficacy and human-centered ethics. This framework, which includes mandates to establish strict ethical standards, affirm that human providers remain central to care delivery, embed Culturally Responsive Care (CRC) to provide global reach, and insist on science-backed innovation, is crucial because unmonitored AI poses serious risks to people in crisis. "Clinical improvement is Lyra's north star," said Anita Lungu, VP of Clinical Product and Research, Lyra Health. "We explored a comprehensive range of clinical, ethical, and regulatory considerations as we designed the foundation and safeguards of our AI model. The Polaris Principles set an incredibly high industry standard that defines the type of clinical rigor that is needed for the development of helpful and safe AI-powered mental health services." Lyra Clinical Research has published 23 peer-reviewed studies to date examining the efficacy of the care it provides. With more than 20 million members globally through direct employer contracts and more than 100 million through health plan and partner relationships, Lyra continues to serve as a steward of strict clinical standards and critical and meaningful research. The company continues to invest deeply in clinical research to understand the impacts of evolving care models and will continue to conduct research on the impact of AI-centered care. About Lyra Health Lyra Health is the leading provider of mental health solutions for employers, available to more than 21.5 million people globally. 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 for members, providers, and HR leaders. Empower works in the background to quickly connect members to the largest global network of evidence-based mental health providers, deliver actionable insights to benefit leaders, and free up providers to focus on client care - driving outstanding positive outcomes that are equitable across diverse racial and ethnic groups. 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 health care claims costs. For more information, visit lyrahealth.com. View source version on businesswire.com: https://www.businesswire.com/news/home/20251014882130/en/