Customer Success Manager

Job description

**Who we are**: 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. **What we're looking for:** A charismatic and outgoing Customer Success Manager with 2-8 years of experience who will manage a portfolio of SMB private practices. You will be the primary point of contact for doctors, C-suite executives, office managers, and practice admins. We need a high-achieving and goal-oriented individual who is comfortable on the phones and excels at translating complex technical and fintech concepts into simple, actionable value for doctors, office managers, and practice admins who may be less familiar with our technology. ### Your responsibilities will include: - Own a large book of business (100+ customers) with clear accountability for consumption, customer retention, and net revenue expansion - Drive consumption and utilization: - Identify and proactively unblock accounts with low or zero spend - Drive customers toward consistent, repeat usage of Nitra across finance, marketplace, and AI products - Monitor daily usage data and take actions to close gaps - Own retention outcomes - Reduce churn by proactively identifying risk and intervening early - Run structured save motions across at-risk accounts - Build durable customer habits to make Nitra the primary day-to-day platform - Deliver expansion and revenue growth - Identify and execute on opportunities to grow spend and new product adoption - Drive upsell and cross-sell motions across finance, marketplace, and AI products - Operate with high velocity - Run high-volume, multi-channel outreach (phone, SMS, email) with bias to action - Engage directly with customers to drive decisions and behavior change - Build and iterate playbooks - Design, test, and scale repeatable motions for use across the entire team - Use data, segmentation, and experimentation to improve performance over time - Translate complex financial and technology concepts into clear, practical steps for non-technical users - Partner cross-functionally (sales, product, marketing, etc) and across timezones (eng is on Taiwan time) to improve onboarding, handoffs, and product features ### You have: - Approximately 5+ years of Customer Success or Account Management experience in a high velocity SMB / Middle Market environment, ranked highly amongst peers as demonstrated through target achievement, awards, promotions. - Experience owning a large book of business delivering clear performance metrics (GDR, NDR, consumption). - Demonstrated grit and tenacity, especially within early-stage VC backed environments - Strong operator mindset and comfort working with data, systems, and workflows to drive outcomes - Exceptional communication skills, spoken and written, including high volume phone-based outreach - Ability to simplify complex concepts and drive action with non-technical users - Strong cross-functional and team orientation with the ability to influence colleagues in different departments, offices, and time zones. - Bachelors or equivalent degree from an accredited institution. ### What we offer: - 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.