Customer Success Strategy & Operations Lead

nitra•New York, NY

20h•Hybrid

About The Position

Nitra is seeking a Strategy & Operations Lead to join their team at a critical stage of growth. This role is responsible for building and scaling the operating system behind Customer Success. It's a highly visible, high-impact builder role for someone who thrives in fast-moving environments and enjoys solving complex problems through data, structured thinking, and pragmatic execution. The lead will collaborate with Customer Success, Sales, Product, Finance, and company leadership to design and enhance systems, processes, and operating motions that drive customer activation, utilization, retention, and expansion. The work will directly influence how Nitra scales Customer Success from hundreds to thousands of healthcare practices while maintaining strong customer outcomes and operational excellence. The ideal candidate has approximately 5+ years of experience, including roles at high-growth technology companies in Customer Success Operations, Sales Operations, RevOps, or similar analytical operating roles. Experience from an investment banking or strategy consulting analyst/associate program is also highly valued, combining startup operating experience with structured problem-solving and analytical skills. This role requires high energy, strong ownership, and a proactive mindset, with comfort operating through ambiguity and a drive to solve problems without clear answers. The candidate should bring structure to complexity, use data to identify opportunities and risks, and translate insights into action. Pragmatism is essential for prioritizing and driving execution across teams. Experience supporting high-velocity SMB customer segments and/or healthcare environments is a significant plus.

Requirements

Total of 5+ years of experience that includes successful stints at high-growth technology companies, ideally within Customer Success Operations, Sales Operations, RevOps, or similarly analytical operating roles.
Experience from an investment banking or strategy consulting analyst/associate program is strongly preferred.
Strong analytical and problem-solving skills, with the ability to turn data into actionable insights and measurable business outcomes.
High energy, strong ownership, and comfort operating in ambiguity within a fast-moving startup environment.
A proactive, builder mindset with a demonstrated ability to independently identify problems and drive solutions.
Experience building scalable processes, reporting, dashboards, workflows, and operating cadences.
Strong communication and stakeholder management skills, with comfort working cross-functionally and directly with executives.
Experience supporting high-velocity SMB environments and/or healthcare practices is a plus.
Bachelors or equivalent degree from an accredited institution.

Nice To Haves

Experience from an investment banking or strategy consulting analyst/associate program is strongly preferred.
Experience supporting high-velocity SMB environments and/or healthcare practices is a plus.

Responsibilities

Own the Customer Success operating cadence, leading daily, weekly, monthly, and quarterly business rhythms in alignment with Sales, Product, and Company cadences.
Convene operating reviews, develop analyses, surface insights, and drive actions against key business metrics including card spend, marketplace utilization, AI software adoption, retention, and expansion.
Drive customer utilization, adoption, and retention by partnering with Customer Success, Sales, and Product leadership to improve medium and long-term card and marketplace spend, as well as AI product GDR and NDR.
Continuously review and recommend changes to operating metrics, segmentation, and team structure.
Translate data into insights and execution by building analyses, dashboards, KPI frameworks, and forecasts to identify trends, root causes, and growth opportunities, and then translating these insights into pragmatic recommendations and measurable actions.
Build scalable systems and processes by designing and improving workflows, segmentation, forecasting, reporting, and operational processes.
Own and lead software adoption and/or AI tool development.
Own quarterly and annual planning processes by working closely with leaders across Customer Success, Sales, Product, Finance, and Operations on planning, performance management, and strategic initiatives.
Partner with finance and leadership to define the strategy, budgets, organizational priorities, and long-term investments needed to scale Customer Success and accelerate business growth.