Manager of Customer Success Lead

• 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
• 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

Benefits

• Comprehensive health, vision, and dental insurance options
• Equality - everyone at Nitra is an owner, when the company wins, you win
• Flexible vacation policy
• Retirement benefits (401K match)

• 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
• 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
• Demonstrated ability to own commercials, including renewals, expansion, pricing discussions, and customer negotiations
• 7+ years of total work experience, including meaningful experience in Customer Success, Account Management, or post-sale roles within high-growth technology companies
• Experience leading and developing high-performing customer-facing teams in fast-paced environments
• Bachelors from an accredited institution
• 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
• Strong commercial instincts with experience driving customer utilization, retention, and expansion outcomes
• 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
• Success operating in VC-backed technology companies, particularly during Series B through D growth stages