Customer Success Lead

Nitra, Inc.; New York (NY); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Equity

Health Care

Retirement Benefits

Hybrid work policy

Job summary

Nitra, Inc. is seeking a Customer Success Lead in New York, NY, with 6+ years of experience. This role emphasizes leading a team of Customer Success Managers and managing post-sale engagement for medical practices. Key responsibilities include developing customer communication strategies and ensuring customer satisfaction. The position offers a competitive salary range of $130,000 to $170,000, equity, comprehensive health benefits, and a hybrid work policy, with four office days and one work-from-home day per week.

Qualifications

• 6+ years of Customer Success or Account Management experience.
• Proven managerial experience leading and developing high-performing teams.
• Direct experience in customer success leadership or similar positions.

Responsibilities

• Leading and mentoring a team of CSMs to drive product adoption.
• Managing multi-channel post-sale engagement presence.
• Building experiments to enhance success metrics.

Skills

Customer Success Leadership

Account Management

Team Management

B2B Service

Stakeholder Management

Fast-Paced Environment

Experience with Executive Stakeholders

Cross-Functional Team Coordination

Education

BA degree or equivalent

Job description

We are seeking a Customer Success Lead with 6+ years of experience to lead a small team of CSMs and manage the post‑sale lifecycle for our medical practice vertical.

Responsibilities

• 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.
• Building 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.

Qualifications

• 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.
• Competitive Salary – Base salary of $130,000 to $170,000, plus commission, equity, and benefits.
• Health Care – Comprehensive health, vision, and dental insurance options.
• Retirement Benefits – Generous employer 401(k) match.
• Hybrid work policy – Team members work from the office four days per week, with Wednesdays designated as work‑from‑home.

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 U.S. 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 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.