Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Strategy & Operations Lead, Customer Success
New York, New York, USA
Strategy & Operations / 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
- 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.
- Fluent in SQL and building dashboards (Tableau, Sigma, etc).
- 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.
- Bachelor’s or equivalent 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: 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.
Base salary range for this full-time position: $150k - $180k + equity + benefits.
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.