Strategy & Operations Lead, Customer Success

Your responsibilities will include

• 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.

You have

• 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.

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.