About this Customer Success Manager role at Nitra
A high energy 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.
