Nitra · 5 months ago
Director of Customer Success
NYC or DC
Full-time
Onsite
Director/Executive
$140K/yr - $180K/yr
7+ years expNitra is dedicated to enhancing the healthcare system through innovative fintech and software solutions. They are seeking a Director of Customer Success to oversee the entire customer lifecycle, manage a team of Customer Success Managers, and collaborate with various departments to ensure customer satisfaction and growth.
Financial ServicesHealth CareSoftware
Responsibilities
Own the entire customer lifecycle—from onboarding to activation to expansion—starting immediately after contract close
Build, lead, and coach a growing team of CSMs across fintech and marketplace product lines
Design scalable workflows to serve a large book of SMB and mid-market customers
Implement systems to track customer health, usage patterns, and engagement—leveraging Salesforce and automation tools
Build processes and tiered engagement strategies to support high-touch and tech-touch accounts
Develop onboarding frameworks, playbooks, and product training paths that reduce time-to-value
Serve as the escalation point for strategic customers and guide complex problem-solving when needed
Partner with Product and Engineering to surface customer insights and improve the overall experience
Monitor and report on key CS metrics (usage, activation rates, CSAT, time-to-value)
Work cross-functionally to drive upsell and cross-sell through education and product adoption
Help shape a strong customer-centric culture as a core part of our leadership team
Qualification
Required
7+ years of experience in customer success, account management, or post-sale operations, with at least 2+ years as a Director at a SaaS or tech company
Experience managing large and diverse books of business in a usage-based revenue model
Hands-on experience with Salesforce and a deep understanding of how to use it to run CS at scale
Proven ability to build systems and processes from scratch and improve them continuously
Strong leadership and coaching abilities—you know how to grow people and teams
Excellent communication skills and a natural ability to build trust with providers, staff, and internal teams
Comfortable getting on the phone and solving real-time issues directly with customers
Strong operational mindset, analytical skills, and a bias toward structured execution
Preferred
Bonus: experience working in healthcare or with physicians and practice owners
Benefits
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
Company
Nitra
Nitra is overhauling the healthcare industry with radically efficient and transparent solutions - starting with spend management.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$61MKey Investors
CoVenture
2022-08-23Seed· $16M
2022-08-23Debt Financing· $45M
Leadership Team
Jonathan Chen
President & Co-CEO
Recent News
2024-11-26
rs.ventures
2023-09-27
2022-08-26
Company data provided by crunchbase