Customer Success Lead

nitra•New York, NY

1d•Hybrid

About The Position

Nitra is seeking a Customer Success Lead to join their team during a critical growth phase. This role will involve leading and developing a high-performing team of Customer Success Managers (CSMs) who serve Nitra’s SMB and mid-market healthcare customers. The primary focus will be on driving customer utilization, retention, and expansion across Nitra’s fintech, marketplace, and AI software products. The ideal candidate will be a strong people leader, adept at coaching CSMs, managing customer commercials, and navigating fast-paced, ambiguous environments. This position is ideal for individuals with 7+ years of experience, including success in high-performance SMB/mid-market customer environments, with prior experience as both an individual contributor and a frontline people leader. Experience in VC-backed technology companies, particularly during Series B-D growth stages, is highly valued. The role requires a proactive, structured, and commercially minded individual comfortable with multi-product offerings and coaching teams on credit card/financing products, marketplace spend, and AI consumption. Experience supporting high-velocity SMB/MM customer segments and/or healthcare environments is strongly preferred.

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.
Drive business performance across the customer portfolio by helping the team accelerate card spend, marketplace spend, and AI software consumption.
Identify risks, remove blockers, and improve execution against targets.
Own and coach commercial customer motions, including stepping into renewals, pricing conversations, expansion opportunities, and complex customer situations.
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, ensuring customers realize measurable value across the Nitra platform.
Run the operating cadence for the team, including leading weekly business reviews, performance discussions, and team operating rhythms.
Use customer insights and performance data to improve execution and outcomes.
Bring structure to ambiguity and scale execution by creating clarity in changing situations, improving operating discipline, and helping Customer Success scale effectively.
Partner cross-functionally with Sales, Product, Finance, and Operations to improve onboarding, adoption, retention, and expansion performance.
Help build the future Customer Success organization by partnering on hiring, playbooks, segmentation, organizational design, and process improvements.