Strategy & Operations Lead, Customer Success

About the role

The Strategy & Operations Lead will play a pivotal role in scaling Customer Success at Nitra. This role requires a deep understanding of customer success operations, sales operations, and revops, with a proven track record of driving business outcomes through data-driven decision making.

Responsibilities

• Own the Customer Success operating cadence
• 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
• Persistently review and recommend changes to operating metrics, segmentation, and team structure
• 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
• 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

Requirements

• 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

Qualifications

• Bachelor's or equivalent degree from an accredited institution