Customer Success Manager

nitra•Washington, DC

21h•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

2-8 years of Customer Success or Account Management experience.
BA degree or equivalent practice experience.
Direct experience in customer success or similar relationship-focused positions.
Background in B2B service, with a passion for helping small to medium sized businesses succeed in a highly regulated industry.
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

Managing the day-to-day relationships with private practice owners and admins to ensure high product adoption and satisfaction.
Build experiments to deliver on retention and expansion metrics such as churn reduction and feature upsells.
Using surveys, customer interviews, and deep research to determine the best communication strategy for non-tech-savvy users.
Developing the customer communication strategy for the product to simplify complex fintech concepts for medical staff.
Working closely with stakeholders across the company to further hone messaging based on direct customer feedback.