Customer Success Manager

About the role

Gravity, from Alpha Nodus, is the Agentic Operations System (AOS) for imaging. It gets the order, completes the exam and gets it paid, as one system.

Our customers are imaging centers across the US. As Customer Success Manager, you are the main contact for the customers you own. You make sure they get real value from Gravity, and you keep their satisfaction and retention on track.

This is a technical role. When a customer reports a problem, you own it until it is fixed. You read logs, workflows and configurations to find the root cause, write a clear problem statement for Engineering and Product, and confirm the fix solves what the customer reported. One of our values is that every employee owns the customer's outcome. In this role, that is the whole job.

You will work from our Bengaluru office during US business hours, so you are available when our customers and US teams are.

What you'll do

• Own customer outcomes from onboarding to steady-state use, focused on business value and long-term satisfaction.
• Build trusted relationships with each customer's stakeholders.
• Spot risks to adoption, satisfaction or retention early, and act on them.
• Lead conversations with customers about how they use Gravity, what is getting in their way and what they expect next.
• Handle support tickets and escalations when needed.
• Keep documentation and communication clear.
• Help improve how we run customer success and handle issues.
• Find upsell and cross-sell opportunities in the accounts you own.
• Own every technical issue a customer reports, from first report to resolution.
• Find the root cause by reviewing system behavior, workflows, logs and technical details.
• Turn customer issues into clear problem statements that Engineering and Product can act on.
• Confirm that each fix fully resolves what the customer reported.
• Manage escalations so issues are resolved quickly and properly.
• Coordinate between customers, Engineering, Product and Support.
• Make priorities, timelines and next steps clear.
• Shape decisions with customer context, technical understanding and impact analysis.
• Hold people accountable and follow through until the outcome is delivered.

What you bring

• 3 or more years in a technical, customer-facing role, such as technical customer success, technical support, solutions engineering or program management.
• A strong understanding of SaaS products and technical workflows.
• The ability to read technical information such as logs, configurations, workflows and code.
• A record of owning outcomes and seeing issues through to the end.
• Strong communication skills with technical and non-technical people.
• The ability to manage several priorities at once and stay organized.
• Experience working with cross-functional teams.
• Willingness to work US business hours from our Bengaluru office.
• Experience with EMR or RIS systems.