Customer Success Manager
Core
Manage a portfolio of SMB private practices, driving consumption, retention, and revenue expansion for a fintech platform serving doctors and practice admins.
Role type
Senior Customer Success Manager (SMB)
Builds
Fintech and software solutions for healthcare practices
Domain
Healthcare / Fintech
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success management, account management, high-volume phone outreach, data analysis, cross-functional collaboration, playbooks design, upsell/cross-sell execution, churn reduction, stakeholder management
Preferred skills
Experience in early-stage VC-backed environments, simplifying complex technical concepts for non-technical users, operating across time zones
Technologies
Nitra platform (finance, marketplace, AI products)
Responsibilities
Own a large book of business (100+ customers) with accountability for consumption, retention, and net revenue expansion; Drive consumption and utilization by identifying and unblocking accounts with low or zero spend; Monitor daily usage data and take actions to close gaps; Reduce churn by proactively identifying risk and intervening early; Run structured save motions across at-risk accounts; Build durable customer habits to make Nitra the primary day-to-day platform; Deliver expansion and revenue growth through upsell and cross-sell motions; Operate with high velocity using multi-channel outreach (phone, SMS, email); Engage directly with customers to drive decisions and behavior change; Build and iterate playbooks for the team; Partner cross-functionally to improve onboarding, handoffs, and product features.
Seniority
Mid-Senior, hands-on IC
