Strategy & Operations Lead, Customer Success

nitra • Washington, DC

5d • Hybrid

About The Position

You would be joining Nitra at a critical stage of growth as we scale through Series B and build the foundation for the next phase of the company. We’re looking for a Strategy & Operations Lead to help build and scale the operating system behind Customer Success at Nitra. This is a highly visible, high-impact builder role for someone who thrives in fast-moving environments and enjoys solving hard problems through a combination of data, structured thinking, and pragmatic execution. You will work closely with Customer Success, Sales, Product, Finance, and company leadership to design and improve the systems, processes, and operating motions that drive customer activation, utilization, retention, and expansion. Your work will directly shape how we scale Customer Success from hundreds to thousands of healthcare practices while maintaining strong customer outcomes and operational excellence. The ideal candidate brings about 5+ years of total experience, including successful roles at high-growth technology companies, ideally in Customer Success Operations, Sales Operations, RevOps, or similarly analytical operating roles. The strongest candidates will also bring experience from an investment banking or strategy consulting analyst/associate program, pairing startup operating experience with structured problem-solving, analytical horsepower, and a bias toward execution. This role is designed for someone with high energy, strong ownership, and a proactive mindset. You are comfortable operating through ambiguity reflective of a startup environment and energized by solving problems that do not yet have clear answers. You naturally bring structure to complexity, use data to identify opportunities and risks, and move quickly from insight to action. Pragmatism is key as you identify what matters, prioritize effectively, and help drive execution across disparate teams. Experience supporting high-velocity SMB customer segments and/or healthcare environments is a strong 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.
• Fluent in SQL and building dashboards (Tableau, Sigma, etc)
• 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: Lead the daily, weekly, monthly, and quarterly business rhythm for Customer Success in tune with Sales, Product, and Company-level cadences. Convene key operating reviews, develop analyses, surface insights, and drive actions against business metrics including card spend, marketplace utilization, and AI software adoption, retention, and expansion.
• Drive customer utilization, adoption, and retention: Partner closely 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. Constantly review and recommend changes to operating metrics, segmentation, and team structure.
• Turn data into insights and execution: Build analyses, dashboards, KPI frameworks, and forecasts to identify trends, root causes, and growth opportunities. Translate insights into pragmatic recommendations and measurable action.
• Build scalable systems and processes: Design and improve workflows, segmentation, forecasting, reporting, and operational processes. Own and lead software adoption and/or AI tool development.
• Own quarterly and annual planning processes: Work closely with leaders across Customer Success, Sales, Product, Finance, and Operations on planning, performance management, and strategic initiatives. Partner with finance, leadership to define the strategy, budgets, organizational priorities, and long-term investments needed to scale Customer Success and accelerate business growth.

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

What This Job Offers

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