Customer Success Manager

About the Position

Customer Success Manager

Washington, District of Columbia, USA

Full Time / Hybrid

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About the Company

Nitra is on a mission to build a more efficient healthcare system through innovative fintech and software solutions. Our goal is to empower doctors to better manage their practices, allowing them to focus on what truly matters. We are a rapidly scaling company with a team of ambitious professionals from top-tier companies and are backed by leading VCs. Our hybrid work policy allows team members to work from the office four days a week, with Wednesdays designated as a work-from-home day.

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Responsibilities

• 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 (engineering is on Taiwan time) to improve onboarding, handoffs, and product features.

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Requirements

• 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.
• Bachelor’s or equivalent degree from an accredited institution.

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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, with Wednesdays designated as a work-from-home day.

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About the Company

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.

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