Customer Success Manager (Part-Time)

Customer Success Manager (Part-Time)

The Customer Success Manager (Part-Time) plays a pivotal role in not just supporting client relationships—but actively driving employee engagement with the Nivati platform. Success in this role means going beyond satisfaction: it means ensuring employees at client organizations are meaningfully using the wellness tools we provide. This role is ideal for someone who thrives on strategy, is metrics-driven, and wants to make a direct impact on both client outcomes and user behavior. In doing so, you’ll be helping break down stigmas around mental health and giving people tools they can use to support their well-being for the rest of their lives.

Key Responsibilities

Employee Engagement Strategy

Drive employee engagement by increasing logins, content consumption (e.g., video views), session bookings, and overall platform usage.

Identify under-engaged user groups within client organizations and implement targeted strategies.

Collaborate with client champions to promote internal adoption through launch toolkits, email campaigns, and wellness initiatives.

Monitor engagement KPIs and report usage trends across accounts.

Client Onboarding & Activation

Lead and improve onboarding processes to ensure clients and their employees have a smooth and effective experience.

Set expectations and deliver best practices that encourage adoption and engagement early in the client journey.

Use onboarding data to identify accounts that require additional support to activate users successfully.

Service Utilization & Optimization

Monitor client service usage to ensure clients receive maximum value.

Develop playbook strategies to support underperforming accounts.

Partner with clients to align utilization goals with their organizational wellness objectives.

Relationship Management

Build and maintain strong relationships with client stakeholders, typically HR and People Operations leaders.

Conduct regular check-ins and business reviews to assess progress and refine engagement strategies.

Help clients articulate the impact of engagement internally using platform data and success metrics.

Internal Collaboration & Operations

Work with marketing, product, and support teams to implement engagement campaigns and improve client outcomes.

Surface insights from clients and users that inform product development and operational enhancements.

Contribute to strategies that reduce churn and drive renewals and upsell opportunities.

Skills and Qualifications

Proven experience in customer success, account management, and user engagement.

Strong organizational skills and attention to detail.

Excellent verbal, written, and presentation communication skills.

Data-driven mindset with the ability to interpret usage metrics and take action.

Proactive problem solver with a client-first approach.

Ability to work cross-functionally in a fast-paced, mission-driven environment.