Your responsibilities will include:

• Own a large book of business (100+ customers) with clear accountability for consumption, customer retention, and net revenue expansion

• Drive consumption and utilization:

  • Identify and proactively unblock accounts with low or zero spend

  • Drive customers toward consistent, repeat usage of Nitra across finance, marketplace, and AI products

  • Monitor daily usage data and take actions to close gaps

• Own retention outcomes

  • 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

  • Identify and execute on opportunities to grow spend and new product adoption

  • Drive upsell and cross-sell motions across finance, marketplace, and AI products

• Operate with high velocity

  • Run high-volume, multi-channel outreach (phone, SMS, email) with bias to action

  • Engage directly with customers to drive decisions and behavior change

• Build and iterate playbooks

  • Design, test, and scale repeatable motions for use across the entire team

  • Use data, segmentation, and experimentation to improve performance over time

• Translate complex financial and technology concepts into clear, practical steps for non-technical users

• Partner cross-functionally (sales, product, marketing, etc) and across timezones (eng is on Taiwan time) to improve onboarding, handoffs, and product features

You have:

• Approximately 5+ years of Customer Success or Account Management experience in a high velocity SMB / Middle Market environment, ranked highly amongst peers as demonstrated through target achievement, awards, promotions.

• Experience owning a large book of business delivering clear performance metrics (GDR, NDR, consumption).

• Demonstrated grit and tenacity, especially within early-stage VC backed environments

• Strong operator mindset and comfort working with data, systems, and workflows to drive outcomes

• Exceptional communication skills, spoken and written, including high volume phone-based outreach

• Ability to simplify complex concepts and drive action with non-technical users

• Strong cross-functional and team orientation with the ability to influence colleagues in different departments, offices, and time zones.

• Bachelors or equivalent degree from an accredited institution.

What 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.