Director of Customer Success, Nitra
$140-180k
+ Equity + Commission
Financial products for healthcare professionals
Be an early applicant
Financial products for healthcare professionals
21-100 employees
Be an early applicant
$140-180k
+ Equity + Commission
21-100 employees
Company mission
Nitra’s mission is to overhaul the healthcare industry with radically efficient and transparent solutions.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Nitra is attempting to play a part in the reshaping of the archaic financial systems we all interact with today, specifically targeting the inefficiencies of the US healthcare system. To do this, it is bringing transformational and disruptive digital finance to thousands of healthcare professionals struggling with complex medical business processes that do not align well to traditional forms of credit.
Nitra started with a credit card built specifically for doctors, and has since expanded its offerings to deliver expense management, product inventory management, and lending services. Its all-in-one platform is powered by machine learning and blockchain technologies, bringing physicians and medical clinics around the country the financial services they need and deserve.
Its vision is clearly an ambitious one, but one that has resonated with healthcare professionals and investors alike. Funding from 2022 has been used to scale the team and accelerate growth, all while launching its new products. Nitra also continues to add to the many benefits that come with the Nitra Visa Business Card, ensuring it remains a strong option for its users.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Aug 2022
$16m
EARLY VC
Total funding: $16m
Company benefits
- Flexible vacation policy
- Retirement benefits (401K match)
- Equality - everyone at Nitra is an owner, when the company wins, you win
- Comprehensive health, vision, and dental insurance options
Company HQ
World Trade Center, New York, NY
Leadership
Jonathan Chen
(Founder & President)Serial entrepreneur. Built, launched and sold Boba meets Bagel in a few weeks. Founded FiscalNote, an aggregator of government data widely used in D.C. Also founded and was CTO of Pathover, an API-based intelligent routing and logistics solution to the last mile problem.
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