Customer Success Operations Manager - Lyra Health

Job Title: Customer Success Operations Manager
Job Location: South Africa
Job Listing URL: https://jobs.lever.co/lyrahealth/725b2dd5-d5a1-42fd-9006-f31b9425809d
Job Description: About 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.

Role Overview:
The CS Operations manager role is critical for managing data quality across all systems used by the CS team, as well as improving CS processes and implementing innovations to drive efficiency. This role is also responsible for scheduling and managing all CS and cross functional team meetings, managing CS special projects, and supporting internal CS reporting.
Remote: This role is fully remote, however, the successful candidate will be required to travel to the office periodically for in-person meetings.
Hours: Monday to Friday, 8am to 5pm
Flexibility: Candidates must demonstrate flexibility to attend meetings with the global US team outside of standard South African working hours.
Key Responsibilities
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
Qualifications
Relevant tertiary qualifications
Salesforce - advanced
Experience
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
About You
Attention to detail
Highly organised and structured approach
Ability to work independently
Ability to function effectively in a fast paced environmen
Why Lyra?
Holidays: 21 days per year + public holidays (Full time)
Discretionary bonus scheme
Group Life Cover
Disability Cover
Employee Assistance Programme