Lyra Health

Customer Support

• Responsible for acting as a billing liaison between clients and company, resolving customer queries via phone and email while meeting productivity goals
• Follow up on returned claims, among other billing responsibilities
• Keep clients informed of billing and payment status
• Collaborate with internal billing teams and customer success as needed to resolve client cases
• Troubleshoot issues related to client accounts and collaborate with provider team to complete steps necessary to use health plan benefits
• Collaborate with technical teams to identify bugs and improve the client/provider experience
• Ability to work on a scheduled shift and holidays

Client Support Specialist – Billing

Software Engineer

• Gather business requirements, design, develop, and implement customized Zendesk solutions, including Zendesk AI features to optimize workflows and enhance support processes
• Build and maintain Zendesk integrations with third-party systems, such as CRM platforms, chatbots, and other internal tools
• Serve as an administrator who manages configuration of help centers, profiles, roles, and business rules
• Develop and maintain documentation for Zendesk configurations, customizations, and processes
• Troubleshoot and resolve issues related to Zendesk configurations, workflows, and integrations
• Conduct regular performance analysis and optimization of Zendesk configurations to ensure efficient and reliable system performance
• Stay up-to-date with the latest Zendesk features, APIs, and best practices to recommend improvements and enhancements to the existing Zendesk implementation
• Provide technical guidance and support to other team members on Zendesk-related projects
• Design and run complex reports and dashboards using Zendesk Explore

Senior Zendesk Developer

Customer Success Manager

• Serve as the primary relationship and strategy owner for large, multi-national employer partners (90,000+ lives).
• Advise and lead employer partners to define and execute against their mental health and wellbeing strategy.
• Lead C-suite-level conversations and presentations to influence stakeholders using data-driven storytelling.
• Develop and maintain account strategies.
• Craft clear, succinct, and bespoke business reviews that demonstrate VOI and ROI.
• Act as a strategic advisor to Lyra’s executive leadership, defining winning strategies for the organization's largest renewals.
• Identify and proactively seize or mitigate emergent and long-term opportunities or risks in your portfolio.
• Drive compelling and effective employee engagement strategies in collaboration with marketing.
• Evaluate competing priorities, analyze trade-offs, and make clear, data-informed choices that drive client success.
• Balance organizational, team, and customer priorities with thoughtful execution.
• Collaborate internally with product, clinical, data science, legal, and other teams to effectively resolve customer requests and issues.
• Align Lyra's product roadmap directly with the customer's macro-organizational goals, and champion new product offerings.
• Manage your portfolio independently and proactively drive initiatives to completion.

Senior Customer Success Manager

Engineering Manager

• Be a hands-on technical leader, guiding a small and nimble engineering team in designing, developing, and deploying core product functionality.
• Manage, scale and develop the team.
• Collaborate with key partners including product, data and behavioral health specialists.
• Ensure that best practices are adhered to during all phases of software development and deployment.
• Ensure adherence to the highest quality and security standards.

• Serve as the primary relationship owner for our Strategic segment employer customers (3,000-10,000 lives), maintaining regular contact with the customers’ benefits team members and other key stakeholders
• Partner with marketing to develop and deliver engaging campaigns and workshops for your customers
• Produce and regularly communicate customer reports
• Collaborate internally with teams such as product, clinical, data science, legal, and others to effectively resolve customer requests and issues
• Contribute to product roadmap planning, providing an important customer and patient voice, and champion new product offerings with your customers
• Leave customers feeling supported and delighted after every interaction, such that they renew with Lyra each year

Customer Success Manager II

Product Manager

• Product Vision & Strategy: Define and champion a compelling multi-year product vision and roadmap for data and AI platforms, aligning technical milestones with Lyra's business growth, revenue objectives, and clinical goals.
• GenAI & Modern Lifecycle Management: Drive high-impact opportunities leveraging generative AI, Large Language Models (LLMs), agentic AI, and advanced analytics, managing the entire lifecycle from ideation and rapid experimentation to scalable production deployment.
• Cross-Functional Leadership: Collaborate extensively across complex matrixed stakeholder groups—including Product, Design, Engineering, Clinical Quality, and GTM teams—to embed smart AI capabilities directly into core member experiences and operations.
• Responsible AI & Governance: Partner closely with Legal, Privacy, and Clinical leadership to maintain rigorous responsible AI practices.
• Impact Metrics & Optimization: Design robust measurement and experimentation frameworks (such as online controlled A/B testing) to track model effectiveness, quantify business outcomes, and evaluate trade-offs between tactical execution and long-term research.
• Technical Team Collaboration: Translate unstructured business pain points into crisp, detailed product requirements, acting as a translator between highly technical data disciplines and non-technical business leaders.
• Mentorship & Culture: Lead by example, mentoring junior team members, sharing technical product management best practices, and actively fostering a highly rigorous, data-driven culture across the product organization.

Lead Product Manager, Data and AI

Affiliate Manager

• As an Affiliate, you will manage your own clinical caseload on a flexible, contractual basis.
• You will accept cases referred by Lyra’s global corporate clients, providing short-term, goal-oriented counseling to employees and their dependents.
• You will maintain full autonomy over your practice, choosing your own hours and case volumes while benefiting from Lyra’s clinical tools, administrative support, and professional training.
• Provide high-quality, short-term counseling (typically 1 to 8 sessions per case) to corporate employees and their families facing stress, burnout, grief, relationship challenges, or mild-to-moderate anxiety and depression.
• Utilize evidence-based modalities, such as Cognitive Behavioral Therapy (CBT), Solution-Focused Brief Therapy (SFBT), or Acceptance and Commitment Therapy (ACT), tailored to an EAP context.
• Deliver care in a culturally sensitive, empathetic manner, adapting clinical frameworks to the unique cultural norms, familial structures, and workplace dynamics of Senegal.
• Use Lyra's secure digital platform to manage scheduling, case notes, and global data privacy compliance.

International Affiliate

Full-stack Engineer

• Drive Agentic AI Automation initiatives that involve internal and external tools/vendors.
• Work with a small and nimble engineering team to ensure that new features and tooling are continually shipped with the highest quality and automation coverage
• Stabilize CI/CD infrastructure including Jenkins, Github Actions, ArgoCD as well as Performance tests.
• Collaborate with key partners, including product management, data science, and designers
• Partner with other Automation Engineers to continuously evolve Automation Testing frameworks

Senior Software Engineer – Engineering Tools

Sales

• Define and drive the playbooks, tools, and execution discipline that enable Sales, Customer Success, and in-market BDM teams to perform at a high level
• Design and deploy field-ready playbooks for Enterprise Sales and Customer Success that standardize how we win health plans, activate customers, and generate provider referrals
• Drive pipeline hygiene and reporting in partnership with Performance Management to provide clear growth insights for the senior executive team and Board of Directors
• Optimize the BDM model by creating clear guidance for provider engagement, improving the quality of outreach, and making it easier for providers to refer patients
• Equip the field with essential resources, selecting and managing the tools (referral workflows, sales engagement tech) that align with how our teams actually work

Sales and BDM Execution Senior Manager

Operations

• Define Employer Solutions pricing strategy to optimize revenue growth, retention and profitability in partnership with Finance, Product, and GTM Leadership
• Analyze market data and synthesize feedback from customers to understand value drivers and competitive positioning, adapting strategy to meet evolving market demands
• Translate complex pricing models into simple, sellable structures, partnering with Product Marketing to lead internal enablement and external communication on pricing
• Partner with operational teams to ensure pricing strategy is scalable, advising on quoting tools, deal desk parameters, and downstream operational processes
• Serve as a core thought partner for Sales and Customer Success leadership, providing expert guidance on deal structuring for prospective and renewing employers
• Effectively manage towards deadlines and set expectations on timelines with cross-functional stakeholders

Senior Global Pricing Operations Associate

• Become a subject matter expert on Lyra’s pricing model and all variables that influence win rate in the Employer Solution market
• Translate complex pricing models into simple, sellable structures, partnering with Product Marketing to lead internal enablement and external communication on pricing
• Develop quotes and proposal documents for prospects in partnership with the Sales and Customer Success team
• Provide recommendations for streamlining the quote-to-cash process, driving strategy and operational improvements
• Serve as a core thought partner for Sales and Customer Success teams, providing guidance on deal structuring for prospective and renewing employers
• Effectively manage towards deadlines and set expectations on timelines with cross-functional stakeholders

Global Pricing Operations Associate

Administration

• Support the clinical team with clinical administration of cases sending sourcing emails, adding session updates to the Lyra system, and escalating queries for action.
• Assist clinical specialists with the coordination of ad-hoc interventions including learning & development activities, critical incidents and ensure the capturing of such events on Lyra systems.
• Assist with the recruitment and management of the affiliate therapy network.
• Assists with the processing of invoices relating to clinical interventions and ensure that invoices and services / sessions invoiced for are aligned to the clinical data in the Lyra systems
• General Administration
• Effective collaboration with Lyra Finance teams to ensure timely handling of invoices
• Continued engagement with the various clinical teams and Lyra affiliates to ensure that cases are effectively managed
• Work collaboratively with our global clinical teams.
• Liaising with affiliate clinicians for appointments and case updates as required.
• Contribute to the service and business development as required.
• Flexibility in working hours and activities in line with business needs.
• Play an active role in governance and quality assurance as required.

Clinical Administrator

• Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments.
• Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs.
• Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting.
• Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction.
• Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results.
• Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings.
• Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts.
• Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team.
• Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews.
• Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units.

Senior Group Manager, Customer Success

Business Development Rep

• Exceeding your annual quota of bringing in new Bend health partners
• Inspiring senior executives at leading companies to urgently prioritize mental health
• Prospecting new potential business independently and in collaboration with key Bend and Lyra lead generation partners
• Educating partner leadership about the US mental health care system and Bend’s mental health benefits
• Finding ways to communicate Bend’s unique value verbally, in writing, and quantitatively
• Successfully negotiating with medical directors, administrators, network contracting, finance, and procurement executives
• Consistently documenting your deal progress to ensure Bend has the data needed to grow our business
• Coordinating with Bend and Lyra’s Customer Success team to ensure successful implementations and ongoing client management
• Continuing to build relationships with contracted health systems to grow referral volume and increase scope of covered and referred services