The Customer Success Lead will manage a team of CSMs, focusing on post-sale customer engagement, product adoption, and improving customer satisfaction metrics. This role combines leadership, relationship management, and strategic communication to enhance fintech workflows for medical practice clients.
Who we are:
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.
Nitra was created by unicorn founders who have successfully scaled to thousands of customers and exited $1B+ public offerings. They are joined by an ambitious and experienced team from American Express, Citi, PayPal, Capsule, Plaid, Bloomberg, Meta, Facebook, and Mastercard. The team is backed by some of the world’s leading VCs (Andreessen Horowitz, NEA, etc.) and is supported by an expert group of advisors including the cofounders of Square and Xendit, executives from Intuit, former Governors, White House senior staffers, and a co-founder of CityMD.
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.
What we're looking for: A Customer Success Lead with 6+ years of experience who will be responsible for leading a small team of CSMs and managing the post-sale lifecycle for our medical practice vertical. We need a high-achieving and goal-oriented individual who will enable Nitra to deliver on an ambitious roadmap of innovative banking products. This leader must be a charismatic relationship-builder who excels at translating complex technical and fintech concepts into simple, actionable value for doctors, office managers, and practice admins who may be less familiar with our technology.
Your responsibilities will include:
- Leading and mentoring a team of CSMs to drive product adoption and long-term customer satisfaction.
- Managing our multi-channel post-sale engagement presence to ensure a strong and healthy customer base.
- Build experiments to deliver on Success metrics such as retention, churn reduction, and Net Promoter Score.
- Using surveys, customer interviews, and deep research to determine the most effective engagement strategies.
- Developing the customer communication strategy for the product to make fintech workflows intuitive and accessible for all practice staff.
- Working closely with stakeholders across the company to further hone messaging and ensure the voice of the customer is represented in our product roadmap.
You have:
- 6+ years of Customer Success or Account Management experience.
- Proven managerial experience leading and developing high-performing teams.
- BA degree or equivalent practice experience.
- Direct experience in customer success leadership, account management, or similar go-to-market positions.
- Background in B2B service, with experience in a highly regulated industry and a passion to help small to medium sized medical businesses succeed.
- Experience working in a fast-paced environment and/or a startup.
- Multiple years of experience working closely with executive-level stakeholders, demonstrating poise and professionalism.
- Experience coordinating cross-functional teams and stakeholders.
What 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.
- 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.
The base salary range for this full-time position is $130,000 - $170,000 + commission + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations. Within the range, individual pay is determined by work location, skills, experience, and relevant training. Please note that the compensation details listed reflect the base salary only.
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.
nitra New York, New York, USA Office
285 Fulton St, STE 84A, New York, New York, United States, 10007
Similar Jobs
Legal Tech • Software • Generative AI
Lead a team of Enterprise Customer Success Managers, manage strategic accounts, execute enterprise methodologies, and drive renewals and expansion while coordinating cross-functional delivery.
Cloud • Fintech • Software • Business Intelligence • Consulting • Financial Services
The Senior Consultant develops and delivers client-focused solutions, drives operational excellence, manages client relationships, and leads data projects.
Top Skills:
Microsoft FabricPower BIQlikSnowflake
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
