Customer Success Lead, Strategy & Operations

🕒 May 15

🏢🏡 New York City – Hybrid

💵 $80k - $100k / 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

• 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.

🎯 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. • 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. • Experience supporting high-velocity SMB environments and/or healthcare practices is a plus. • Bachelors or equivalent degree 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.