Customer Success Manager

nitra • Washington, DC

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 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 on a clear trajectory toward becoming a unicorn, built on disciplined execution, relentless focus, and a team that refuses to settle. Founded by unicorn founders and supported by an experienced team from major financial and tech companies, Nitra is backed by leading VCs. The company 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. Nitra is seeking a charismatic and outgoing Customer Success Manager with 2-8 years of experience to manage a portfolio of SMB private practices. This role involves being the primary point of contact for doctors, C-suite executives, office managers, and practice admins, and requires an individual who excels at translating complex technical and fintech concepts into simple, actionable value for non-tech-savvy users.

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.

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: Mid Level