Customer Success Lead

nitra • New York, NY

1d • Hybrid

About The Position

Nitra's mission is to build a more efficient healthcare system and the technology that makes it possible, providing an ecosystem of fintech and software solutions to help doctors better manage their practices. The company operates with urgency, intensity, and ambition, expecting excellence, ownership, and intellectual rigor from every team member. Nitra is scaling rapidly and is on a clear trajectory toward becoming a unicorn. The company was created by unicorn founders who have successfully scaled to thousands of customers and exited $1B+ public offerings, joined by an experienced team from American Express, Citi, PayPal, Capsule, Plaid, Bloomberg, Meta, Facebook, and Mastercard. They are backed by leading VCs (Andreessen Horowitz, NEA, etc.) and supported by an expert group of advisors. 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. They are looking for a Customer Success Lead with 6+ years of experience to lead a small team of CSMs and manage the post-sale lifecycle for their medical practice vertical. This leader must be a high-achieving, goal-oriented, and charismatic relationship-builder who excels at translating complex technical and fintech concepts into simple, actionable value for healthcare professionals.

Requirements

• 6+ years of Customer Success or Account Management experience.
• Proven managerial experience leading and developing high-performing teams.
• BA degree or equivalent practice experience.
• Direct experience in customer success leadership, account management, or similar go-to-market positions.
• Background in B2B service, with experience in a highly regulated industry and a passion to help small to medium sized medical businesses succeed.
• Experience working in a fast-paced environment and/or a startup.
• Multiple years of experience working closely with executive-level stakeholders, demonstrating poise and professionalism.
• Experience coordinating cross-functional teams and stakeholders.

Responsibilities

• Leading and mentoring a team of CSMs to drive product adoption and long-term customer satisfaction.
• Managing our multi-channel post-sale engagement presence to ensure a strong and healthy customer base.
• Build experiments to deliver on Success metrics such as retention, churn reduction, and Net Promoter Score.
• Using surveys, customer interviews, and deep research to determine the most effective engagement strategies.
• Developing the customer communication strategy for the product to make fintech workflows intuitive and accessible for all practice staff.
• Working closely with stakeholders across the company to further hone messaging and ensure the voice of the customer is represented in our product roadmap.

Benefits

• Equity - Everyone at Nitra is an owner. When the company wins, you win.
• Competitive Salary - You’re the best of the best, and your salary will reflect your experience and reward your contributions to Nitra.
• Health Care - Your health comes first. We offer comprehensive health, vision, and dental insurance options.
• Retirement Benefits - Your financial stability matters to us so we provide a generous employer 401K match.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager