Customer Success Strategy & Operations Lead

nitra•New York, NY

2d•$150,000 - $180,000•Hybrid

About The Position

Nitra is seeking a Strategy & Operations Lead to build and scale the operating system behind Customer Success. This is a high-impact role for someone who thrives in fast-moving environments and enjoys solving complex problems using data, structured thinking, and pragmatic execution. The role involves close collaboration with Customer Success, Sales, Product, Finance, and company leadership to design and improve systems, processes, and operating motions that drive customer activation, utilization, retention, and expansion. The goal is to scale 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 in high-growth technology companies within Customer Success Operations, Sales Operations, RevOps, or similar analytical operating roles. Experience in investment banking or strategy consulting is also highly valued. This role requires high energy, strong ownership, comfort with ambiguity, and a proactive, builder mindset. Pragmatism, effective prioritization, and the ability to drive execution across teams are essential. Experience supporting high-velocity SMB customer segments and/or healthcare environments is a plus.

Requirements

Total of 5+ years of experience including 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.
Bachelors or equivalent degree from an accredited institution.

Nice To Haves

Experience supporting high-velocity SMB environments and/or healthcare practices is a plus.

Responsibilities

Own the Customer Success operating cadence, including daily, weekly, monthly, and quarterly business rhythms in alignment with other departments.
Convene operating reviews, develop analyses, surface insights, and drive actions against key business metrics.
Drive customer utilization, adoption, and retention by partnering with Customer Success, Sales, and Product leadership.
Constantly review and recommend changes to operating metrics, segmentation, and team structure.
Turn data into insights and execution by building analyses, dashboards, KPI frameworks, and forecasts.
Translate insights into pragmatic recommendations and measurable actions.
Build scalable systems and processes, including workflows, segmentation, forecasting, reporting, and operational processes.
Own and lead software adoption and/or AI tool development.
Own quarterly and annual planning processes in collaboration with leaders across departments.
Partner with finance and leadership to define strategy, budgets, organizational priorities, and long-term investments for Customer Success.