Manager - Customer Success (7-12 Yrs) Bangalore (After-Sales/Customer Service)

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. (ref:updazz.com)

Payroll Type : Permanent