Customer Success Lead

nitra•New York, NY

2d•$130,000 - $170,000•Hybrid

About The Position

Nitra is seeking a Customer Success Lead to join their team during a critical growth phase. This role will lead and develop a high-performing team of Customer Success Managers (CSMs) focused on Nitra's SMB and mid-market healthcare customers. The primary responsibility is to drive customer utilization, retention, and expansion across Nitra's fintech, marketplace, and AI software products. The ideal candidate will be a strong people leader, comfortable coaching CSMs, handling customer commercials, and executing in fast-paced, ambiguous environments. This position requires a proactive, structured individual with strong commercial instincts and experience in VC-backed technology companies, particularly during Series B through D growth stages. The role involves coaching teams on credit card and financing products, marketplace spend, and AI consumption-based software, ensuring customers realize value and expand their relationship with Nitra.

Requirements

7+ years of total work experience, including meaningful experience in Customer Success, Account Management, or post-sale roles within high-growth technology companies
A track record of success in high-performance SMB and/or mid-market environments, first as a strong individual contributor and later as a frontline people leader
Experience leading and developing high-performing customer-facing teams in fast-paced environments
Demonstrated ability to own commercials, including renewals, expansion, pricing discussions, and customer negotiations
Strong commercial instincts with experience driving customer utilization, retention, and expansion outcomes
Success operating in VC-backed technology companies, particularly during Series B through D growth stages
High energy, strong ownership, and comfort operating in ambiguity within a fast-moving startup environment
A structured, proactive approach to problem-solving and team leadership
Strong analytical instincts and comfort using data to improve execution and performance
Bachelors from an accredited institution

Nice To Haves

Experience supporting high-velocity SMB/MM and/or healthcare environments is strongly preferred

Responsibilities

Lead and develop a high-performing team of Customer Success Managers
Coach, develop, and manage a team of CSMs against clear goals tied to customer utilization, retention, and expansion. Build a culture of accountability, urgency, and strong execution.
Help the team accelerate card spend, marketplace spend, and AI software consumption. Identify risks, remove blockers, and improve execution against targets.
Step into renewals, pricing conversations, expansion opportunities, and complex customer situations when needed. Coach CSMs to confidently own growth conversations and multi-product expansion.
Help the team drive adoption and expansion across credit card and financing products, NitraMart marketplace spend, and AI software, helping customers realize measurable value across the Nitra platform.
Lead weekly business reviews, performance discussions, and team operating rhythms. Use customer insights and performance data to improve execution and outcomes.
Create clarity in changing situations, improve operating discipline, and help Customer Success scale effectively in a fast-moving environment.
Work closely with Sales, Product, Finance, and Operations to improve onboarding, adoption, retention, and expansion performance.
Partner on hiring, playbooks, segmentation, organizational design, and process improvements as the business scales.