Head of Customer SuccessNivati • Phoenix, AZ, USA

Head of Customer Success

Nivati • Phoenix, AZ, USA

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The Head of Customer Success at Nivati is a pivotal leadership role responsible for shaping the client experience, driving engagement, and ensuring long-term business growth. This is an opportunity to build and lead Customer Success at a critical stage - with a growing customer base and an exciting new enterprise health plan pilot program launching in January that will bring dozens of new customers on board.

You'll be both hands-on and strategic : managing day-to-day client success activities while designing the processes, playbooks, and team structure that will scale with Nivati's growth. This role is perfect for a leader who thrives in a dynamic environment, can balance execution with big-picture strategy, and wants to have a direct impact on customer outcomes and company success

Key Responsibilities

Client Onboarding & Engagement

Own onboarding for new clients, ensuring a seamless and engaging experience.
Launch and refine engagement strategies that increase platform usage (logins, content, live services).
Monitor client adoption and proactively drive utilization to maximize value.
Create scalable playbooks and KPIs to ensure consistency across accounts.

Service Utilization & Client Outcomes

Track and analyze client utilization to identify opportunities for improvement.

Implement strategies that help clients achieve measurable results through Nivati's wellness services.

Conduct proactive check-ins and executive-level QBRs to demonstrate value and align on goals.

Identify opportunities for upsells, expansions, and renewals.

Strategic Leadership & Growth

Lead the rollout and success of the new health plan pilot program, ensuring adoption, impact, and customer satisfaction.

Define the long-term vision and success metrics for Nivati's Customer Success function.

Build scalable processes and systems to support a growing client base.

Partner with product, sales, and marketing to align on customer needs and priorities.

Team Building & Future Leadership

Act as a department of one initially, managing all client success activities directly.

Develop the roadmap for scaling the CS function, including future hiring.

Recruit, mentor, and lead a high-performing Customer Success team as the company grows.

Foster a culture of accountability, innovation, and client-first thinking.

Skills and Qualifications

7+ years of experience in Customer Success, Account Management, or related roles, with leadership experience preferred.

Proven success in increasing engagement, driving retention, and expanding client relationships.

Track record of creating and scaling CS playbooks, processes, and KPIs.

Strong data-driven mindset with the ability to track and influence client health.

Excellent communication and executive presence with experience running QBRs.

Comfortable being both hands-on and strategic - able to manage clients directly while building toward scale.

Startup experience and the adaptability, grit, and creativity to thrive in a fast-paced environment.

Why Join Nivati?

At Nivati, we're redefining workplace wellness by combining on-demand content with live virtual services across counseling, fitness, nutrition, financial coaching, and more.

As our Head of Customer Success, you'll be at the heart of our growth - from ensuring the success of our upcoming enterprise health plan pilot to shaping how organizations nationwide experience Nivati. This is an opportunity to build Customer Success from the ground up, directly impact client outcomes, and lead a function that is central to our long-term success.

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Head Of Customer • Phoenix, AZ, USA