Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Customer Success Lead
Washington, District of Columbia, USA
Customer Success / Full Time / Hybrid
About the Company
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.
Responsibilities
- 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
- Bachelor’s degree from an accredited institution
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.
- Hybrid Work Policy - Team members work 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 $130,000 - $170,000 + 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.