Customer Success Operations Manager

About Lyra Health

Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the Role:

We're looking for a passionate Customer Success Operations Manager to support the Customer Success team by driving operational excellence through tools, systems, and data. This role is ideal for someone who enjoys solving operational challenges, streamlining processes, and creating scalable solutions that enhance both internal workflows and the customer experience.

This role can be carried out from our Burlingame, CA headquarters, hybrid, or fully remote/virtually. Remote candidates must be physically located within the United States.

• Maintain and optimize core CS systems (e.g. Salesforce, Gainsight) to support the evolving needs of the Customer Success team and ensure high-quality data and workflow accuracy.
• Maintain accurate documentation for all system changes in partnership with the TechOps team, enabling operational continuity. 
• Deliver weekly and quarterly reporting for SLAs, renewals, third party vendors, customer health, forecasting, and leadership rollouts to inform CS strategy.
• Maintain and improve Gainsight dashboards; work with the Gainsight admin on ongoing optimization. 
• Oversee operational workflows across the customer lifecycle to ensure a consistent and scalable experience.
• Maintain team knowledge by reviewing and updating SOPs on a regular basis. 
• Serve as the first line of triage in the CS Ops support channel, resolving or routing incoming requests to keep the team unblocked and ensuring timely support. 
• Contribute to cross-functional initiatives to enhance Salesforce, Gainsight, and internal CS tooling.

• 5+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations (In a healthcare tech environment is a plus)
• Highly self-motivated and excited to collaborate cross-functionally in a fast-paced and fast-growing environment.
• Proficient in Excel or Google Sheets.
• Working knowledge of Salesforce; experience with Gainsight is a plus
• Comfortable with reporting, dashboards, and maintaining data
• Exceptionally organized, detail-oriented, and proactive
• A collaborative mindset and a drive to build scalable, efficient systems in a mission-driven company

"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."