Manager, Customer Success Lead

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:** 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 Customer Success Lead to lead and develop a high-performing team of Customer Success Managers serving Nitra’s SMB and mid-market healthcare customers. The first priority of this role is to lead a high-velocity team responsible for customer utilization, retention, and expansion across Nitra’s fintech, marketplace, and AI software products. You will help your team deliver against ambitious business goals tied to card spend, marketplace spend, and AI software consumption. This role requires a strong people leader who is equally comfortable coaching CSMs, stepping into customer commercials when needed, and helping teams execute in fast-moving, ambiguous environments. The ideal candidate brings 7+ years of total work experience, with success in high-performance SMB and/or mid-market customer environments, first as a top-performing individual contributor and later as a frontline people leader. We are particularly interested in candidates who have been successful in VC-backed technology companies, especially during Series B through D growth stages, where speed, ambiguity, and aggressive growth expectations are the norm. You should be highly proactive, instinctively structured, and comfortable operating in a multi-product, commercially oriented environment. You know how to coach teams through a combination of credit card and financing products, marketplace spend, and AI consumption-based software offerings, helping customers realize value while expanding their relationship with Nitra over time. Experience supporting high-velocity SMB/MM customer segments and/or healthcare environments is strongly preferred. ### Your responsibilities will include: - **Lead and develop a high-performing team of Customer Success Managers** - Coach, develop, and manage a team of CSMs against clear goals tied to customer utilization, retention, and expansion. Build a culture of accountability, urgency, and strong execution. - **Drive business performance across the customer portfolio** - Help the team accelerate card spend, marketplace spend, and AI software consumption. Identify risks, remove blockers, and improve execution against targets. - **Own and coach commercial customer motions** - Step into renewals, pricing conversations, expansion opportunities, and complex customer situations when needed. Coach CSMs to confidently own growth conversations and multi-product expansion. - **Coach multi-product customer growth motions** - Help the team drive adoption and expansion across credit card and financing products, NitraMart marketplace spend, and AI software, helping customers realize measurable value across the Nitra platform. - **Run the operating cadence for the team** - Lead weekly business reviews, performance discussions, and team operating rhythms. Use customer insights and performance data to improve execution and outcomes. - **Bring structure to ambiguity and scale execution** - Create clarity in changing situations, improve operating discipline, and help Customer Success scale effectively in a fast-moving environment. - **Partner cross-functionally to improve customer outcomes** - Work closely with Sales, Product, Finance, and Operations to improve onboarding, adoption, retention, and expansion performance. - **Help build the future Customer Success organization** - Partner on hiring, playbooks, segmentation, organizational design, and process improvements as the business scales. ### You have: - 7+ years of total work experience, including meaningful experience in Customer Success, Account Management, or post-sale roles within high-growth technology companies - A track record of success in high-performance SMB and/or mid-market environments, first as a strong individual contributor and later as a frontline people leader - Experience leading and developing high-performing customer-facing teams in fast-paced environments - Demonstrated ability to own commercials, including renewals, expansion, pricing discussions, and customer negotiations - Strong commercial instincts with experience driving customer utilization, retention, and expansion outcomes - Success operating in VC-backed technology companies, particularly during Series B through D growth stages - High energy, strong ownership, and comfort operating in ambiguity within a fast-moving startup environment - A structured, proactive approach to problem-solving and team leadership - Strong analytical instincts and comfort using data to improve execution and performance - Experience supporting high-velocity SMB/MM and/or healthcare environments is strongly preferred - Bachelors 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.