Director of Customer Success
NYC or DC
Customer Success /
Full Time /
On-site
Who we are:
Nitra's mission is to build a more efficient healthcare system and the technology that makes it possible. Our goal is to provide an ecosystem of fintech and software solutions that help doctors better manage their practices, so they can have time back to focus on what matters to them most.
Nitra offers physicians and medical clinics around the country credit and expense management products they crucially need, as well as a medical supply marketplace, in an all-in-one platform powered by machine learning technologies.
Nitra was created by unicorn founders who have successfully scaled to thousands of customers and exited $1B+ public offerings. They are joined by an ambitious and experienced team from American Express, Plaid, and Goldman Sachs. The team is backed by some of the world’s leading VCs (Andreessen Horowitz, NEA, etc.) and is supported by an expert group of advisors including the cofounders of Square and Xendit, executives from Intuit, former Governors, White House senior staffers, and a co-founder of CityMD.
We're looking for:
A Director of Customer Success to build and lead Nitra’s post-sale customer experience. You will own the entire customer lifecycle, starting from initial activation and onboarding through long-term engagement and growth. You’ll manage and scale a team of Customer Success Managers while building the processes and systems needed to serve a large, fast-growing base of healthcare practices.
This is a hands-on leadership role for someone who thrives in a high-velocity, high-impact environment. You’ll work closely with Product, Sales, Engineering, and Operations to drive usage, reduce churn risk, and ensure Nitra delivers measurable value to every customer. You must be comfortable on the phone with customers, able to step into key client conversations, and lead by example.
Your responsibilities will include:
- 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
You have:
- 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
- Bonus: experience working in healthcare or with physicians and practice owners
We offer:
- 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
The base salary range for this full-time position is $140,000 – $180,000 + commission + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed reflect the base salary only, and do not include bonus, equity, or benefits.
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.
