Associate Customer Success Manager

Job Description

Job Description

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.

We operate with urgency, intensity, and ambition. The bar is high because the opportunity is massive. We expect excellence, ownership, and intellectual rigor from every team member. We move fast, make bold decisions, and hold ourselves accountable to results. At the same time, we believe great companies are built on trust and respect. Every voice matters. Every contribution counts. When we win, we win together.

We are scaling rapidly and on a clear trajectory toward becoming a unicorn this year — and beyond. Our growth is not accidental; it’s the result of disciplined execution, relentless focus, and a team that refuses to settle. We are building a category-defining company, and we’re looking for people who want to do the most meaningful work of their careers.

If you want comfort, this isn’t the place.

If you want impact, ownership, and the chance to help build a generational fintech company, welcome.

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, Citi, PayPal, Capsule, Plaid, Bloomberg, Meta, Facebook, and Mastercard. 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.

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.

What we're looking for: A charismatic and outgoing Associate Customer Success Manager with 1-3 years of experience who is comfortable working directly with customers over the phone. You will be a primary point of contact for doctors, office managers, and practice admins, helping answer questions, resolve issues, and drive engagement with Nitra. We’re looking for a high-achieving, goal-oriented individual who is not afraid to pick up the phone, proactively reach out to inactive customers, and turn customer conversations into clear, actionable next steps.

Your responsibilities will include:

• Serve as a primary point of contact for customers, handling inbound support questions and helping resolve day-to-day issues
• Manage a high volume of customer interactions across phone, SMS, and email
• Help customers understand and get the most value from Nitra’s products and services
• Proactively reach out to inactive and non-spending customers to drive re-engagement and usage
• Identify customer issues or barriers to usage and work to resolve them quickly
• Follow up with customers on open questions, requests, and next steps to ensure issues are fully resolved
• Track customer activity and use data to identify accounts that may need additional outreach or support
• Partner with internal teams including Sales, Product, Operations, and Support to resolve customer issues and improve the customer experience
• Learn and apply repeatable customer engagement and reactivation playbooks as the team scales
• Operate with a high level of urgency and ownership in a fast-paced environment

You have:

• • 1–3 years of professional experience in a customer-facing, sales, account management, customer success, or support role
  • Bachelor’s degree or equivalent 
  • Comfortable speaking with customers over the phone and handling a high volume of interactions
  • Strong communication skills, both written and verbal
  • Comfortable with outbound outreach and proactively contacting customers who are inactive or not using the product
  • Strong problem-solving skills and the ability to quickly understand customer issues and determine next steps
  • Organized and detail-oriented, with the ability to manage multiple customer requests and follow-ups at once
  • Data-driven and comfortable working with systems, workflows, and customer activity data
  • Ambitious, resourceful, and eager to take on increasing responsibility
  • Comfortable working in a fast-paced, early-stage environment where processes are still being built

What 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.
• 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.

The base salary range for this full-time position is $50,000 - $55,000 + 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 across all US locations. Within the range, individual pay is determined by work location, skills, experience, and relevant training. Please note that the compensation details listed reflect the base salary only.

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.