Customer Success Manager

nitra; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Equity

Competitive Salary

Health Care

Retirement Benefits

Hybrid work policy

Job summary

nitra is seeking a Customer Success Manager in Washington, D.C. This role requires managing relationships with SMB private practices and ensuring customer satisfaction. Responsibilities include developing communication strategies that simplify complex fintech concepts and collaborating with cross-functional teams. Ideal candidates have 2-8 years of relevant experience and a BA degree. The position offers competitive salary, health care benefits, and a hybrid work policy, where team members are in the office four days a week and work from home on Wednesdays.

Qualifications

• 2-8 years of Customer Success or Account Management experience.
• Direct experience in customer success or similar relationship-focused positions.
• Experience working in a fast-paced environment and/or a startup.

Responsibilities

• Manage day-to-day relationships with private practice owners to ensure product adoption.
• Build experiments to deliver on retention and expansion metrics.
• Develop customer communication strategy to simplify fintech concepts.

Skills

Customer Success Management

Relationship Management

Communication Strategy

Cross-Functional Team Coordination

B2B Service Experience

Education

BA degree or equivalent practice 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.