Customer Success & Local Account Manager (UK & ROI)

Lyra Health Customer Success Manager

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.

As the dedicated lead for the UK and Ireland, you will serve a dual purpose: acting as the primary Customer Success Manager (CSM) for local contracts and the Local Account Manager for global clients with a UK footprint. You are a strategic operator responsible for embedding mental health excellence into client workplace cultures, ensuring high-impact adoption, and driving retention across the portfolio.

Key Responsibilities

1. Strategic Account Ownership (Local UK&I Contracts)

• Full Lifecycle Management: Own the entire customer journey: Implementation, Live, Renewal, and beyond.
• Wellbeing Strategy 2026: Design and execute a 2026 Wellbeing Strategy for each customer, ensuring Lyra is embedded into the DNA of their workplace culture.
• Value Realisation: Conduct high-impact QBRs and ABRs. Validate and present utilisation reports that prove ROI through data-backed success stories.
• Commercial Growth: Partner with the UK Country Manager to create and present renewal proposals at least 3 months in advance.

2. Global Support & Local Expertise

• Local Relationship Lead: Build and maintain relationships with local representatives for global customers, serving as the primary point of contact in the UK/ROI.
• Implementation & Launch Support: Collaborate with Global Account Consultants (GACs) to lead seamless migrations and local launch events (virtual or in-person).
• Market Advocacy: Use your knowledge of the UK/ROI and local legislation to advise customers on appropriate interventions and promotional strategies.
• Cross-Functional Synergy: Act as a bridge between Global Account Managers and local Clinical, Tech, and Legal teams to resolve service delivery issues.

3. Risk Management & Crisis Intervention

• Proactive Mitigation: Rigorously monitor "at-risk" accounts. Diagnose issues through data and design bespoke intervention plans to bolster the success narrative.
• Crisis Management: Support local crisis efforts, ensuring clear, swift communication with all internal and external stakeholders.
• Escalation Ownership: Own the resolution of complaints end-to-end, project managing investigations to deliver elegant solutions.

4. Operational & Financial Excellence

• Financial Oversight: Collaborate with Finance to ensure timely invoicing and assist with tracking outstanding payments.
• Systems Management: Maintain 100% accuracy of client information within Lyra's CRM and internal systems.

Experience

• 3+ Years in Customer Success or Account Management: Proven track record in a B2B SaaS or professional services environment, ideally within the HR Tech, HealthTech, or Employee Benefits space.
• Mental Health/Wellbeing Industry Knowledge: Direct experience in the mental health landscape or corporate wellness sector is highly preferred to navigate clinical queries and local legislation.
• Full Lifecycle Ownership: Demonstrated experience managing the entire client journey—from complex implementation and onboarding to high-stakes contract renewals.
• Global/Matrix Collaboration: Experience working within a global organization, specifically collaborating with teams located in different time zones.
• Data-Led Consulting: Proven ability to analyse utilisation data and transform raw metrics into a compelling narrative for Quarterly Business Reviews (QBRs).

Core Skills & Competencies

• Strategic & Commercial Acumen
• Relationship & Communication Excellence
• Operational & Technical Proficiency
• Adaptability & Soft Skills

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. This information will only be retained for as long as needed to fulfill the purposes for which it was collected.