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 Lyra
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 Customer Success Executive primary role is to manage customer accounts within Malaysia. They will manage a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for corporate clients within Malaysia. This role emphasizes client retention, customer experience, risk management, portfolio growth, and account administration.
Location: Onsite, to be based in Malaysia
Hours: The role is a permanent five (5) day a week role; 11am to 7pm MYT
With with 1 Saturday a month; 10:30am to 6:30pm MYT
Flexibility: The successful candidate must be flexible to work outside of standard hours to accommodate the global nature of the business and collaborate effectively with international teams across multiple time zones.
About the Role
The Customer Success Executive primary role is to manage customer accounts within Malaysia. They will manage a portfolio of Employee Assistance Programs (EAP) and Wellbeing Services for corporate clients within Malaysia. This role emphasizes client retention, customer experience, risk management, portfolio growth, and account administration.
Location: Onsite, to be based in Malaysia
Hours: The role is a permanent five (5) day a week role; 11am to 7pm MYT
With with 1 Saturday a month; 10:30am to 6:30pm MYT
Flexibility: The successful candidate must be flexible to work outside of standard hours to accommodate the global nature of the business and collaborate effectively with international teams across multiple time zones.
Key Responsibilities
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Manage a portfolio of Malaysia-based corporate clients, overseeing program launches, ongoing program management, and relationship building to ensure excellent customer service and a seamless customer experience
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Serve as the primary point of contact for clients, coordinating with internal teams and global providers to deliver high-quality services
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Utilize data to measure and demonstrate the impact and value of programs, preparing and delivering insightful client reports
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Proactively identify and mitigate client-related risks, implementing strategic interventions to maintain service quality and client satisfaction
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Maintain up-to-date client information and records on relevant systems.
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Handle any crisis management situations, ensuring effective communication and timely response to clients and relevant stakeholders.
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Drive portfolio expansion by identifying and initiating commercial opportunities, such as adding services, territories, or headcounts to existing client accounts.
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Upsell additional services, including Learning & Development offerings, to enhance value for clients.
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Manage projects, including health and HR fairs, where the Employee Assistance Program (EAP) or other wellbeing aspects may need representation
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Ensure accurate and up-to-date maintenance of client information in company systems.
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Collaborate with the Finance team to facilitate timely invoicing and assist in managing outstanding accounts.
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Support account management tasks, including preparing quotations, invoices, and tracking client communications
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Participate in projects as needed, such as report writing, consulting, and responding to client inquiries.
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Work closely with the business development team to support contract negotiations, renewals, and other sales initiatives.
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Rotate responsibilities on the toll-free customer support line, ensuring prompt and effective client assistance. (Applicable to Clinical Psychologist/Counsellors)
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Provide support to the inquiry team as needed
1). Client Retention and Business Development
2). Risk Management
3). Portfolio Growth
4). Administration and Account Management
5). General Support and Team Collaboration
Requirements and Qualifications
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Bachelor’s degree in Business Administration, Human Resources, Psychology, Mass
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Communication, Health Sciences or a related field
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A Master’s degree in Clinical Psychology or Counseling is highly advantageous
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Languages: Fluency in English, Bahasa Malaysia, and Mandarin is preferred
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Minimum 1 year of experience in customer success, account management, or a related client-facing role. Experience with 2 years will be given preference
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Strong interpersonal and communication skills, with a focus on relationship management
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Ability to manage multiple accounts simultaneously, with strong organizational and prioritization skills
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Experience in data reporting, risk management, and project coordination
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Demonstrated ability to identify growth opportunities within existing client portfolios
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This list of responsibilities is not exhaustive; additional account management tasks may be assigned as needed
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."