Customer Success Manager

Customer Success Manager at Alpha Nodus 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.