Customer Success Lead

Nitra

Customer Success Manager managing a portfolio of SMB private practices in fintech startup. Leading a team to drive product adoption and ensure long-term customer satisfaction.

Posted 4/23/2026full-timeWashington • District of Columbia, Washington • 🇺🇸 United StatesSenior💰 $100,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementproduct adoptioncustomer satisfactionretentionchurn reductionNet Promoter Scorecustomer communication strategystakeholder managementcross-functional coordination

Soft Skills

leadershipmentoringteam developmentcommunicationinterpersonal skillsprofessionalismstrategic thinkingproblem-solvingadaptabilitycollaboration

Certifications

BA degree