Customer Success Lead

🕒 May 19

🏢🏡 New York City – Hybrid

💵 $130k - $170k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Nitra

WebsiteLinkedInAll Job Openings

11 - 50 employees

💸 Finance

⚕️ Healthcare Insurance

💳 Fintech

Finance • Healthcare Insurance • Fintech

Nitra is a company dedicated to simplifying finance management for healthcare practices. They offer a comprehensive financial platform known as the Nitra Card, which provides benefits such as cash back on medical supplies and business expenses. The platform is designed to maximize rewards and manage expenses effectively across various healthcare sectors. Nitra's solutions include features like expense management, accounting automation, and fraud protection. Their service aims to save time and reduce operational hassles for healthcare businesses, making financial management more efficient and rewarding for medical practitioners.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ 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. • 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.