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Nitra is building an ecosystem of fintech and software solutions to help doctors manage their practices more efficiently. The company was founded by unicorn founders with successful exits and is backed by leading VCs including Andreessen Horowitz and NEA. The team includes experienced hires from American Express, Citi, PayPal, Plaid, Bloomberg, Meta, and Mastercard.
As an Associate Customer Success Manager, you will be the primary point of contact for a portfolio of SMB private practices, serving doctors, C-suite executives, office managers, and practice administrators. You will manage a high volume of customer interactions across phone, SMS, and email, helping customers understand and maximize value from Nitra's products. Your responsibilities include handling inbound support questions, proactively reaching out to inactive and non-spending customers to drive re-engagement, identifying and resolving usage barriers, tracking customer activity to inform outreach decisions, and partnering with Sales, Product, Operations, and Support teams to improve the customer experience. You will learn and apply repeatable customer engagement and reactivation playbooks as the team scales, operating with urgency and ownership in a fast-paced environment.
The role requires translating complex technical and fintech concepts into simple, actionable value for customers who may be less familiar with the technology. You will be expected to follow up on open questions and requests to ensure full resolution, manage multiple customer requests simultaneously, and demonstrate resourcefulness in an early-stage environment where processes are still being built.
Nitra maintains a hybrid work policy with four days in-office and Wednesdays as work-from-home.
REQUIREMENTS:
- 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 high-volume interactions
- Strong written and verbal communication skills
- Comfortable with outbound outreach and proactively contacting inactive or non-using customers
- Strong problem-solving skills and ability to quickly understand customer issues and determine next steps
- Organized and detail-oriented with ability to manage multiple customer requests and follow-ups simultaneously
- 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
