Customer Success Manager

About Alpha Nodus:

At Alpha Nodus, we’re redefining how technology powers healthcare by building modern, user-centric applications. Our team thrives on creativity, collaboration, and a relentless drive to deliver intuitive and impactful digital experiences.

Role Overview:

This role is responsible for owning customer success outcomes while also driving technical issue resolution and delivery. You will act as a primary customer-facing owner and a key internal coordinator between Engineering, Product, and Support teams.
You will ensure customers are successful with the platform, issues are handled end-to-end, priorities are clearly defined, and solutions are delivered with quality and accountability. The role requires balancing customer expectations, technical realities, and business priorities in a structured and professional manner.

You will work during US business hours to support customers and internal teams based in the United States.

Key Responsibilities:

Customer Success Ownership

• Own customer success outcomes from onboarding through steady-state usage.
• Ensure customers achieve intended business value and maintain long-term satisfaction.
• Build and maintain trusted relationships with customer stakeholders.
• Proactively identify risks to adoption, satisfaction, or retention and address them early.
• Lead customer conversations related to product usage, challenges, and expectations.
• Handle support tickets or escalations when required.
• Switch effectively between customer-facing responsibilities and internal coordination.
• Maintain clear documentation and communication across all stakeholders.
• Contribute to improving processes related to customer success and issue management.
• Identify opportunities for upsell and cross-sell based on deep understanding of customer needs and product fit.

Technical Issue Ownership & Delivery

• Take ownership of customer-reported technical issues from identification to resolution.
• Analyze system behavior, workflows, logs, and technical details to understand root causes.
• Translate customer issues into clear, actionable problem statements for Engineering and Product teams.
• Validate fixes and ensure solutions fully address the original customer concern.
• Manage escalations and ensure timely, high-quality resolution.

Leadership & Cross-Functional Coordination

• Act as a central point of coordination between customers, Engineering, Product, and Support.
• Drive clarity on priorities, timelines, and next steps across teams.
• Influence decision-making by providing customer context, technical insight, and impact analysis.
• Ensure accountability and follow-through until outcomes are delivered.

Requirements

• Experience in a technical, customer-facing role such as Technical Customer Success, Technical Support, Solutions Engineering, Program Management, or similar.
• Strong understanding of SaaS platforms and technical workflows.
• Ability to review technical information (logs, configurations, workflows, code context) to support problem analysis.
• Proven ability to own outcomes and drive issues to completion.
• Strong communication skills with both technical and non-technical stakeholders.
• Ability to manage multiple priorities in a structured and organized manner.
• Experience working with cross-functional teams.
• Experience with EMR or RIS systems is a plus.