Director, Customer Success Implementation

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:

Lyra Health is seeking a Director of Customer Success Implementation to provide strategic leadership and oversight for our implementation function. This pivotal role will be responsible for defining the vision, strategy, and execution of Lyra’s customer implementation processes, ensuring continued exceptional customer experience and scalable operations. This role will also lead the strategic evolution of the implementation function to accommodate new business lines, innovative product offerings, and complex, bespoke customer needs, establishing scalable processes and best practices for diverse implementation challenges. 

As a Director, you will lead and develop a high performing team of Implementation Managers, fostering a culture of excellence and continuous improvement. You'll serve as a key executive stakeholder, building deep relationships with internal and external partners, and proactively identifying opportunities to enhance Lyra's implementation capabilities. The ideal candidate will possess a strong blend of strategic thinking, operational expertise, and leadership acumen, with a proven track record of driving significant business impact in a dynamic, high-growth environment. 

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.

• Define and drive the strategic vision for the Customer Success Implementation organization, aligning with overall company goals and growth objectives.
• Lead the strategic evolution of the implementation function to accommodate new business lines, innovative product offerings, and complex, bespoke customer needs, establishing scalable processes and best practices for diverse implementation challenges.
• Mentor and lead a team of high-performing Implementation Managers, fostering their professional development and career growth.
• Oversee the end-to-end customer implementation lifecycle, establishing best practices, optimizing processes, and ensuring successful, timely, and high-quality launches for all customers.
• Develop and implement advanced strategies for internal and external stakeholder engagement, ensuring seamless cross-functional collaboration and proactive resolution of complex implementation challenges.
• Serve as a key leader in cross-functional initiatives, representing the Implementation team's perspective and contributing to the design and optimization of company-wide processes, tools, and systems that impact customer launches.
• Drive continuous improvement initiatives by analyzing comprehensive customer and team performance data, identifying trends, and implementing strategic operational and procedural enhancements to maximize efficiency and customer satisfaction.
• Be the primary escalation point for critical customer implementation issues, providing executive-level guidance and problem-solving to ensure successful outcomes.
• Lead talent acquisition, development, and retention strategies for the entire implementation organization, including workforce planning, training programs, and performance management.
• Partner closely with Sales, Product, Engineering, and Customer Success leadership to influence product roadmap development and ensure implementation needs are integrated into overall company strategy.

• Bachelor’s degree,
• 10+ years of progressive work experience in a high-growth, fast-paced environment.
• 3+ years of experience in people management.
• Demonstrated experience in the employer-sponsored health benefits space.
• Deep passion for mental health and transforming the healthcare landscape.
• Exceptional executive-level communication, presentation, and negotiation skills, with the ability to influence and build strong relationships at all organizational levels, both internally and externally.
• Proven ability to strategically manage complex projects, prioritize initiatives, and drive results in a dynamic environment.
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights and operational improvements.
• Extensive experience with CRM and project management tools/systems (e.g., Salesforce, Asana) and a track record of leveraging technology to scale operations.

"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."