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Customer References & Advocacy Manager

Burlingame, California · Go-To-Market · Full-time
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About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the Role
Lyra Health is seeking an experienced customer reference professional who will contribute to the growth of Lyra’s customer base by expanding our formalized reference management program and supporting broader customer advocacy efforts. This team member will build on Lyra’s extraordinary customer relationships to deliver a straightforward, scalable, and consultative reference program that integrates Lyra Health’s world class customer advocates into key stages of every prospective buyer’s decision making process. In close collaboration with other members of the Customer Advocacy team and other go-to-market leaders, this individual will build authentic, trusted relationships with our customers and internal teams to build out efficient and scalable processes that sustain customer loyalty, educate prospective buyers, support our marketing and sales operations, and ultimately increase access to mental health care for people around the world. As a core member of the Customer Advocacy team, this individual will also contribute to strategic advocacy initiatives including events, content creation, and community-building.

Responsibilities:

  • Build and sustain strong relationships with benefits leaders who are current Lyra customer advocates. Keep the customer experience top of mind; always and prioritize sustainability and longevity in customer advocate relationships.
  • Partner with field team members across Lyra Health including our sales team and Customer Success organization to expand and maintain the pool of customer advocates that will serve as references.
  • Consult with sales leaders to understand reference needs within particular opportunities and advise on the best path forward.
  • Own the success of a reference management system that tracks key attributes important to reference relevancy. Work to develop and mature this system over time.
  • Collaborate with other team members to implement new and innovative forms of customer reference marketing tactics. 
  • Track, continuously assess, and report on the impact of reference marketing in the sales cycle with support from sales teams and Marketing Operations colleagues. 
  • Assist with creating compelling and innovative customer content assets that demonstrate the impact of Lyra’s workforce mental health solutions.
  • Work with authenticity and empathy. Develop strong opinions about how we can continue to grow and improve as a team and lead by example. 

Qualifications

  • 2+ years working in a marketing, corporate communications, customer success or other role that involves close relationship-building with customers and/or building programs from the ground up.
  • Experience building and/or maintaining a B2B reference management program is a big plus. 
  • Experience working with senior executives, both internally and externally
  • Passion for working in collaboration with customers to understand their needs and build relationships that support their ongoing advocacy 
  • Proven track record for cross-functional collaboration across internal teams, including process change management experience
  • Strong storytelling and communications skills with the ability to distill complex information into clear, engaging content 

Diversity & Inclusion

  • Diversity, equity, inclusion, and belonging (DEIB) at Lyra is essential to the way we deliver culturally responsive care, build and manage our provider network, and support holistic efforts to strengthen DEIB in workplaces around the world—including our own.  
  • People come to Lyra with a range of needs, backgrounds, and abilities that influence their response to mental health support. Our diverse network of providers delivers comprehensive mental health treatment and support rooted in culturally responsive care, a multicultural approach that accounts for the impact of cultural backgrounds on each person’s care experience. Learn more at https://www.lyrahealth.com/diversity-equity-inclusion-belonging/

This is a U.S. remote opportunity. #LI-REMOTE

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability,  genetic information or any other category protected by law.

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