Account Manager

Account Manager

Tokyo

Go-To-Market – Customer Success /

Full-time /

Remote

Based remotely in Tokyo, the Account Manager (Japan) serves as the primary strategic partner and cultural anchor for Lyra Health’s global enterprise clients, with a dedicated focus on Lyra’s key global customer in Japan operations.

This role acts as the high-touch, local point of contact for the client’s regional leadership, ensuring that Lyra’s mental health solutions are seamlessly integrated within the unique regulatory and cultural landscape of the Japanese workplace. By bridging the gap between global strategy and local execution, you will own the end-to-end client lifecycle—from driving high-impact engagement and strategic account management to securing long-term client retention through data-driven ROI.

As the regional subject matter expert, you will also serve as a vital escalation point for critical incidents, providing culturally nuanced crisis support and ensuring that Lyra's key strategic customer employees in Japan receive world-class care that respects local sensitivities and clinical standards.

Key Responsibilities:

Strategic Regional Partnership: Act as the primary Japan-based consultant for a portfolio of global enterprise clients, ensuring Lyra’s mental health platform integrates seamlessly with each organization's specific corporate culture and local HR policies.

Portfolio Retention & Renewal: Own the end-to-end retention strategy for all Japan-based entities within your book of business. This includes identifying churn risks early and delivering data-driven business reviews that demonstrate localized ROI and clinical efficacy.

Key Global Customer Hub Lead: Serve as the dedicated, high-touch point of contact for Lyra's key strategic account Japanese headquarters, navigating their complex internal hierarchy to ensure "gold-standard" service delivery across their regional divisions.

Cultural Localization & Engagement: Tailor global open enrollment and mental health awareness campaigns to resonate with the Japanese workforce, accounting for local sensitivities around stigma, overwork prevention, and workplace harmony.

Critical Incident & Crisis Escalation: Serve as the first line of defense for regional crises (e.g., workplace tragedies, natural disasters, or acute mental health emergencies), coordinating rapid-response clinical support that adheres to Japanese cultural norms.

Market Intelligence & Feedback Loop: Act as the "voice of the Japanese market" for Lyra’s product and clinical teams, providing insights on local competitor trends, regulatory changes and provider network gaps.

Cross-Border Collaboration: Partner with Global Account Managers/Consultants to ensure a unified "One-Lyra" experience for multinational clients, providing the local expertise necessary to execute global contracts within Japan.

Requirements:

• 3+ years experience in account management
• Experience with large global customers is desirable
• Experience with EAP management or healthcare sales is an advantage.
• Ability to communicate in Japanese and English 
• Proficiency in CRM software such as Salesforce to track client management and retention is an advantage.
• A background in Clinical Psychology or Counselling is an advantage, as it helps in understanding the nature of the service.
• Experience in financial management of client contracts is essential.