Associate Customer Success Manager

nitra•Washington, DC

21d•Hybrid

About The Position

Nitra's mission is to build a more efficient healthcare system and the technology that makes it possible. Our goal is to provide an ecosystem of fintech and software solutions that help doctors better manage their practices, so they can have time back to focus on what matters to them most. We operate with urgency, intensity, and ambition. The bar is high because the opportunity is massive. We expect excellence, ownership, and intellectual rigor from every team member. We move fast, make bold decisions, and hold ourselves accountable to results. At the same time, we believe great companies are built on trust and respect. Every voice matters. Every contribution counts. When we win, we win together. We are scaling rapidly and on a clear trajectory toward becoming a unicorn this year — and beyond. Our growth is not accidental; it’s the result of disciplined execution, relentless focus, and a team that refuses to settle. We are building a category-defining company, and we’re looking for people who want to do the most meaningful work of their careers. If you want comfort, this isn’t the place. If you want impact, ownership, and the chance to help build a generational fintech company, welcome. Nitra was created by unicorn founders who have successfully scaled to thousands of customers and exited $1B+ public offerings. They are joined by an ambitious and experienced team from American Express, Citi, PayPal, Capsule, Plaid, Bloomberg, Meta, Facebook, and Mastercard. The team is backed by some of the world’s leading VCs (Andreessen Horowitz, NEA, etc.) and is supported by an expert group of advisors including the cofounders of Square and Xendit, executives from Intuit, former Governors, White House senior staffers, and a co-founder of CityMD. Nitra maintains a hybrid work policy, with team members working from the office four days per week and Wednesdays designated as a work-from-home day.

Requirements

1–3 years of professional experience in a customer-facing, sales, account management, customer success, or support role
Bachelor’s degree or equivalent
Comfortable speaking with customers over the phone and handling a high volume of interactions
Strong communication skills, both written and verbal
Comfortable with outbound outreach and proactively contacting customers who are inactive or not using the product
Strong problem-solving skills and the ability to quickly understand customer issues and determine next steps
Organized and detail-oriented, with the ability to manage multiple customer requests and follow-ups at once
Data-driven and comfortable working with systems, workflows, and customer activity data
Ambitious, resourceful, and eager to take on increasing responsibility
Comfortable working in a fast-paced, early-stage environment where processes are still being built

Responsibilities

Serve as a primary point of contact for customers, handling inbound support questions and helping resolve day-to-day issues
Manage a high volume of customer interactions across phone, SMS, and email
Help customers understand and get the most value from Nitra’s products and services
Proactively reach out to inactive and non-spending customers to drive re-engagement and usage
Identify customer issues or barriers to usage and work to resolve them quickly
Follow up with customers on open questions, requests, and next steps to ensure issues are fully resolved
Track customer activity and use data to identify accounts that may need additional outreach or support
Partner with internal teams including Sales, Product, Operations, and Support to resolve customer issues and improve the customer experience
Learn and apply repeatable customer engagement and reactivation playbooks as the team scales
Operate with a high level of urgency and ownership in a fast-paced environment