Manager, Customer Success Lead

Nitra; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Nitra is seeking a Customer Success Lead to guide a team focused on enhancing customer retention and utilization across our innovative fintech, marketplace, and AI products. This important role will be crucial in our growth as we expand our presence in the healthcare market.

The ideal candidate should possess over 7 years of experience in customer success and leadership, particularly within technology companies experiencing rapid growth. A strong ability to coach and lead teams effectively in a fast-paced environment is necessary to ensure customer satisfaction and success.

Qualifications

• 7+ years of experience in customer success and leadership roles.
• Proven track record with SMB and mid-market customer segments.
• Experience in technology companies, especially during growth phases.

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Drive customer utilization, retention, and expansion objectives.
• Coach teams on managing relationships with fintech and AI products.

Skills

Leadership

Coaching

Customer Retention

Growth Strategy

Healthcare Knowledge

Job description

What we're looking for:

You would be joining Nitra at a critical stage of growth as we scale through Series B and build the foundation for the next phase of the company.

We’re looking for a Customer Success Lead to lead and develop a high-performing team of Customer Success Managers serving Nitra’s SMB and mid-market healthcare customers. The first priority of this role is to lead a high-velocity team responsible for customer utilization, retention, and expansion across Nitra’s fintech, marketplace, and AI software products.

You will help your team deliver against ambitious business goals tied to card spend, marketplace spend, and AI software consumption. This role requires a strong people leader who is equally comfortable coaching CSMs, stepping into customer commercials when needed, and helping teams execute in fast-moving, ambiguous environments.

The ideal candidate brings 7+ years of total work experience, with success in high-performance SMB and/or mid-market customer environments, first as a top-performing individual contributor and later as a frontline people leader. We are particularly interested in candidates who have been successful in VC‑backed technology companies, especially during Series B through D growth stages, where speed, ambiguity, and aggressive growth expectations are the norm.

You should be highly proactive, instinctively structured, and comfortable operating in a multi-product, commercially oriented environment. You know how to coach teams through a combination of credit card and financing products, marketplace spend, and AI consumption‑based software offerings, helping customers realize value while expanding their relationship with Nitra over time.

Experience supporting high-velocity SMB/MM customer segments and/or healthcare environments is strongly preferred.