Your responsibilities will include:
- Own the entire customer lifecycle—from onboarding to activation to expansion—starting immediately after contract close
- Build, lead, and coach a growing team of CSMs across fintech and marketplace product lines
- Design scalable workflows to serve a large book of SMB and mid-market customers
- Implement systems to track customer health, usage patterns, and engagement—leveraging Salesforce and automation tools
- Build processes and tiered engagement strategies to support high-touch and tech-touch accounts
- Develop onboarding frameworks, playbooks, and product training paths that reduce time-to-value
- Serve as the escalation point for strategic customers and guide complex problem-solving when needed
- Partner with Product and Engineering to surface customer insights and improve the overall experience
- Monitor and report on key CS metrics (usage, activation rates, CSAT, time-to-value)
- Work cross-functionally to drive upsell and cross-sell through education and product adoption
- Help shape a strong customer-centric culture as a core part of our leadership team
You have:
- 7+ years of experience in customer success, account management, or post-sale operations, with at least 2+ years as a Director at a SaaS or tech company
- Experience managing large and diverse books of business in a usage-based revenue model
- Hands-on experience with Salesforce and a deep understanding of how to use it to run CS at scale
- Proven ability to build systems and processes from scratch and improve them continuously
- Strong leadership and coaching abilities—you know how to grow people and teams
- Excellent communication skills and a natural ability to build trust with providers, staff, and internal teams
- Comfortable getting on the phone and solving real-time issues directly with customers
- Strong operational mindset, analytical skills, and a bias toward structured execution
- Bonus: experience working in healthcare or with physicians and practice owners
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
Top Skills
What We Do
Nitra’s mission is to overhaul the healthcare industry with radically efficient and transparent solutions. Nitra empowers providers to find the right balance between supporting their patients and running their practice – starting with tools that deliver a simpler, smarter way to manage their spending.
Nitra solutions integrate seamlessly with the complex business processes of the industry. Our goal is to provide an ecosystem that helps doctors better manage their practices, so they can focus on their patients.
Starting with the first business card built specifically for doctors, Nitra will expand to bring physicians and medical clinics around the country the loans, accounts, payments, and expense management products they expect, in an all-in-one platform powered by machine learning and blockchain technologies.
The company was created by unicorn founders who have successfully scaled to thousands of customers. They are joined by an ambitious and experienced team from Amazon, American Express, Citi, Dropbox, Facebook, Mastercard and PayPal.
The team is supported by an expert group of Advisors such as the cofounders of Square and Xendit, executives from Intuit, Governors and White House senior staffers, and is backed by some of the world’s leading VCs such as Andreessen Horowitz and NEA.
Interested? We are growing fast and actively building our team. Look at our job postings and let us know where you fit!
