Senior Customer Success Manager

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 high energy Senior Customer Success Manager who approaches the role as a builder and owner – this person would be joining Nitra at a critical stage of our growth (Series B).  The CSM would have deep experience working in high-growth technology or fintech companies, ideally within top-tier VC-backed Series A–C environments. The ideal candidate also has experience working in high-velocity SMB and/or healthcare environments.  The CSM will own a large book of healthcare practice customers and will be responsible for customer retention, spend, and expansion. In addition to traditional Customer Success functions like adoption and implementation, CSMs also drive consumption and upsell/cross-sell.  Our CSMs are the primary conduits between Nitra and our healthcare practice customers – from sole proprietors to large PE backed operations – and will interact directly with doctor/owners, C-suite executives, office managers, and practice admins.  Because Nitra is fast growing, CSMs who thrive at Nitra possess extreme proactiveness, attention to detail, and the ability to deal with high levels of ambiguity. 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.

The base salary range for this full-time position is $120,000 - $150,000 + commission + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations. Within the range, individual pay is determined by work location, skills, experience, and relevant training. Please note that the compensation details listed reflect the base salary only.   Nitra values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnicity, national origin or ancestry, gender, race, religious beliefs, disability, sex, sexual orientation, age, veteran status, genetic information, citizenship, or any other characteristic protected by law.