Lyra Health

Customer Success Operations Manager

Lyra Health

full-time

Posted on:

Location Type: Hybrid

Location: South Africa

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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

Requirements

  • Relevant tertiary qualifications
  • Salesforce - advanced
  • 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
  • Attention to detail
  • Highly organised and structured approach
  • Ability to work independently
  • Ability to function effectively in a fast paced environment
Benefits
  • Holidays: 21 days per year + public holidays (Full time)
  • Discretionary bonus scheme
  • Group Life Cover
  • Disability Cover
  • Employee Assistance Programme
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Salesforcedata analysisprocess improvementsystem implementationperformance metrics trackingproject managementdocumentation managementcustomer relationship managementbudget coordinationtraining development
Soft Skills
leadershipmentorshiporganizational skillsattention to detailindependenceeffective communicationproblem-solvingcross-functional collaborationadaptabilitytime management
Certifications
relevant tertiary qualifications