Customer Success Strategy & Operations Lead

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.

You would be joining Nitra at a critical stage of growth as we scale through Series B and build the foundation for the next phase of the company.

We’re looking for a Strategy & Operations Lead to help build and scale the operating system behind Customer Success at Nitra. This is a highly visible, high-impact builder role for someone who thrives in fast-moving environments and enjoys solving hard problems through a combination of data, structured thinking, and pragmatic execution.

You will work closely with Customer Success, Sales, Product, Finance, and company leadership to design and improve the systems, processes, and operating motions that drive customer activation, utilization, retention, and expansion. Your work will directly shape how we scale Customer Success from hundreds to thousands of healthcare practices while maintaining strong customer outcomes and operational excellence.

The ideal candidate brings about 5+ years of total experience, including successful roles at high-growth technology companies, ideally in Customer Success Operations, Sales Operations, RevOps, or similarly analytical operating roles. The strongest candidates will also bring experience from an investment banking or strategy consulting analyst/associate program, pairing startup operating experience with structured problem-solving, analytical horsepower, and a bias toward execution.

This role is designed for someone with high energy, strong ownership, and a proactive mindset. You are comfortable operating through ambiguity reflective of a startup environment and energized by solving problems that do not yet have clear answers. You naturally bring structure to complexity, use data to identify opportunities and risks, and move quickly from insight to action. Pragmatism is key as you identify what matters, prioritize effectively, and help drive execution across disparate teams.

Experience supporting high-velocity SMB customer segments and/or healthcare environments is a strong plus

• 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.

• 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. 

• 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 $150k - $180k + equity + benefits. Our salary ranges are determined by role, level, and location.

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.