Customer Success Manager

Nitra; United States; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Equity

Competitive Salary

Health Care

Retirement Benefits

Hybrid work policy

Job summary

Medium is seeking a Customer Success Manager to manage SMB private practices with 2-8 years of experience. This role involves ensuring product adoption, analytics to boost retention, and simplifying technical concepts for clients. Candidates should possess a BA degree or equivalent experience, have a strong background in customer success, and be comfortable engaging with C-suite stakeholders. Medium offers equity, competitive salary, comprehensive health insurance, and a hybrid work environment.

Qualifications

• 2‑8 years of experience in Customer Success or Account Management.
• Direct experience in customer success or relationship-focused roles.
• Experience with executive-level stakeholders.

Responsibilities

• Manage relationships with private practice owners to ensure product adoption.
• Build experiments for retention and upselling features.
• Develop communication strategies for non-tech-savvy users.

Skills

Customer Success

Account Management

Technical Communication

Stakeholder Management

B2B Service Background

Education

BA degree or equivalent experience

Job description

What we're looking for:

A charismatic and outgoing Customer Success Manager with 2‑8 years of experience who will manage a portfolio of SMB private practices. You will be the primary point of contact for doctors, C‑suite executives, office managers, and practice admins. We need a high‑achieving and goal‑oriented individual who is comfortable on the phones and 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:

• Managing the day‑to‑day relationships with private practice owners and admins to ensure high product adoption and satisfaction.
• Building experiments to deliver on retention and expansion metrics such as churn reduction and feature upsells.
• Using surveys, customer interviews, and deep research to determine the best communication strategy for non‑tech‑savvy users.
• Developing the customer communication strategy for the product to simplify complex fintech concepts for medical staff.
• Working closely with stakeholders across the company to further hone messaging based on direct customer feedback.

You have:

• 2‑8 years of Customer Success or Account Management experience.
• BA degree or equivalent practice experience.
• Direct experience in customer success or similar relationship‑focused positions.
• Background in B2B service, with a passion for helping small to medium sized businesses succeed in a highly regulated industry.
• 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 – Your salary will reflect your experience and reward your contributions to Nitra.
• Health Care – Comprehensive health, vision, and dental insurance options.
• Retirement Benefits – Generous employer 401K match.
• Hybrid work policy – Team members work from the office four days per week and Wednesdays are a work‑from‑home day.

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.