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Washington, District of Columbia, United States
Hybrid
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.
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.
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
