United States onlyAbout Lyra Health
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.
About the Role:
The Sr. Manager, Customer Contracting and Implementation is responsible for leading and driving health plan and employer customer implementation initiatives across the organization, ensuring the execution of successful customer contracts and owning the end to end implementation process with Bend, including overseeing the successful onboarding, implementation, and transition of new clients into the organization's services. This role ensures that customer projects, including clinical collaborations, leadership reporting, and product integrations, are managed effectively, are delivered on time, and meet the agreed-upon objectives. The Sr. Manager will collaborate closely with internal teams, including sales, product, operations, revenue cycle management, and support, as well as the client’s key stakeholders to ensure smooth transitions and a high level of client satisfaction.
This position requires strong leadership, ability to lead customer relationships and manage action items, analytical skills such as client storytelling and data analysis, an ability to collaborate cross-functionally with internal teams, and experience with building new and improved processes. The Sr. Manager will be responsible for identifying, developing, and implementing strategies to improve operational performance, enhance client satisfaction, and ensure compliance with accreditation standards.
Position is 100% remote. 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.
Ability to travel up to 15% of the time for client meetings, training, or on-site support.
Responsibilities
- Client Onboarding and Implementation:
- Lead the end-to-end client implementation process, ensuring all projects are completed on time, within scope, and on budget.
- Develop, document, and manage client-specific implementation plans, including timelines, milestones, and deliverables.
- Coordinate and collaborate with cross-functional teams (sales, product, support, etc.) to ensure resources are available and aligned for the successful implementation of client solutions.
- Act as the main point of contact for clients during the implementation phase, addressing any concerns and ensuring smooth communication.
- Surface client concerns and work with internal Bend teams, including operations, clinical and product, to resolve
- Own ongoing reporting requirements and support relationship development with health plans post-contract
- Provide data analysis, including rate benchmarks and revenue projections, and pipeline management on client sales opportunities and communicate with Sales and Growth team
- Joint Commission & Regulatory Compliance:
- Ensure that all operational processes and improvements align with Joint Commission standards, regulatory guidelines, and other industry best practices.
- Partner with clinical, operational, and compliance teams to maintain Joint Commission accreditation and ensure continuous readiness for surveys and audits.
- Assist with the development and implementation of corrective action plans for any areas of non-compliance or deficiencies identified during surveys or audits.
- Reporting and Metrics:
- Work with internal Bend teams, including research and marketing, to gather reports on health plan referral volume, claims analyses, utilization metrics, and quality outcomes to present to customer leadership
- Develop and maintain implementation performance dashboards and reports for senior leadership and clients.
- Regularly track and report on implementation success metrics (e.g., time-to-launch, client satisfaction, post-implementation issues).
- Utilize data insights to drive improvements in implementation processes and client outcomes.
Core Competencies
- Client-Centric Focus:
- Strong customer service orientation, with a focus on building and maintaining long-term relationships.
- Excellent interpersonal and communication skills, with the ability to engage stakeholders at all levels of the client organization.
- Ability to translate client needs into actionable implementation strategies.
- Problem Solving & Critical Thinking:
- Demonstrated ability to identify and resolve complex client and operational issues.
- Strong analytical and critical thinking skills with the ability to assess situations, identify root causes, and develop solutions.
- Proactive mindset to anticipate challenges and mitigate risks before they impact the project.
- Project Management:
- Excellent organizational and project management skills, with a demonstrated ability to prioritize and manage multiple projects simultaneously.
- Familiarity with project management methodologies (Agile, Waterfall, etc.) and tools (e.g., MS Project, Asana, Jira).
- Ability to define project scope, develop implementation plans, and drive project timelines.
- In-depth knowledge of regulatory standards, particularly Joint Commission accreditation requirements, and the ability to ensure processes are aligned with those standards:
- Familiarity with healthcare industry regulations, quality standards, and accreditation processes.
- Communication & Collaboration:
- Excellent verbal and written communication skills, with the ability to communicate effectively across teams, departments, and with external clients.
- Ability to lead cross-functional meetings and coordinate between various stakeholders, ensuring alignment and clarity.
- Strong presentation skills for both internal and client-facing situations.
Qualifications
- Education:
- Bachelor’s degree in Business Administration, Project Management, or related field.
- Experience:
- 10+ years of experience in client implementation, operational process improvement, project management, management consulting, or customer success, with a minimum of 3 years in a leadership role.
- 10+ Proven experience managing complex client implementations and cross-functional teams.
- Proven track record of leading successful process improvement initiatives, ideally within healthcare or a regulated environment.
- Experience working with Joint Commission accreditation processes and other regulatory frameworks.
- Skills:
- Proficiency with project management software, CRM systems, and Microsoft Office Suite (Word, Excel, PowerPoint).
- Familiarity with client relationship management tools and data analysis software.
"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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
United Kingdom only
South Africa only
