Customer Success Strategy – Operations Lead

Nitra

Strategy & Operations Lead optimizing Customer Success operations for fintech startup Nitra. Driving customer activation, retention, and process improvements in a fast-paced environment.

Posted 5/19/2026full-timeWashington • District of Columbia, Washington • 🇺🇸 United StatesSenior💰 $150,000 - $180,000 per yearWebsite

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Own the Customer Success operating cadence
Lead the daily, weekly, monthly, and quarterly business rhythm for Customer Success in tune with Sales, Product, and Company-level cadences.
Convene key operating reviews, develop analyses, surface insights, and drive actions against business metrics including card spend, marketplace utilization, and AI software adoption, retention, and expansion.
Drive customer utilization, adoption, and retention
Partner closely with Customer Success, Sales, and Product leadership to improve medium and long-term card and marketplace spend as well as AI product GDR and NDR.
Constantly review and recommend changes to operating metrics, segmentation, and team structure
Turn data into insights and execution
Build analyses, dashboards, KPI frameworks, and forecasts to identify trends, root causes, and growth opportunities. Translate insights into pragmatic recommendations and measurable action.
Build scalable systems and processes
Design and improve workflows, segmentation, forecasting, reporting, and operational processes.
Own and lead software adoption and/or AI tool development.
Own quarterly and annual planning processes
Work closely with leaders across Customer Success, Sales, Product, Finance, and Operations on planning, performance management, and strategic initiatives.
Partner with finance, leadership to define the strategy, budgets, organizational priorities, and long-term investments needed to scale Customer Success and accelerate business growth.

Requirements

What you’ll need

Total of 5+ years of experience that includes successful stints at high-growth technology companies, ideally within Customer Success Operations, Sales Operations, RevOps, or similarly analytical operating roles.
Fluent in SQL and building dashboards (Tableau, Sigma, etc)
Experience from an investment banking or strategy consulting analyst/associate program is strongly preferred.
Strong analytical and problem-solving skills, with the ability to turn data into actionable insights and measurable business outcomes.
High energy, strong ownership, and comfort operating in ambiguity within a fast-moving startup environment.
A proactive, builder mindset with a demonstrated ability to independently identify problems and drive solutions.
Experience building scalable processes, reporting, dashboards, workflows, and operating cadences.
Strong communication and stakeholder management skills, with comfort working cross-functionally and directly with executives.
Experience supporting high-velocity SMB environments and/or healthcare practices is a plus.
Bachelors or equivalent degree from an accredited institution.

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

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLdashboard buildingdata analysisKPI frameworksforecastingreportingoperational processessoftware adoptionAI tool developmentbusiness metrics analysis

Soft Skills

analytical skillsproblem-solvingcommunicationstakeholder managementownershipproactive mindsetbuilder mindsetadaptabilitycross-functional collaborationstrategic thinking