• Manage a portfolio of strategic enterprise customers, driving adoption, retention, and expansion. • Serve as a strategic and technical advisor, understanding customers’ business goals, processes, and technology ecosystems. • To be able to translate business and technical requirements into scalable solution recommendations. • Support customers in optimizing workflows, integrations, product data models, and platform capabilities. • Lead onboarding activities post-implementation and ensure successful customer ramp-up. • Conduct business reviews, solution reviews, and health checks to align platform usage with customer objectives. • Develop and execute success plans that drive measurable business outcomes and ROI. • Identify risks proactively and implement strategies to improve customer health and reduce churn. • Partner with Account Management to support renewals, expansion opportunities, and account planning. • Represent the voice of the customer internally, providing insights on product adoption, technical challenges, and improvement opportunities. • Facilitate customer workshops, discovery sessions, demos, and strategic discussions when technical expertise is required.

Role Description Customer Success Engineers at Nuclearn deploy AI software inside nuclear plants. The work covers a lot of ground, such as: - Standing up our platform on customer infrastructure (sometimes air-gapped). - Configuring it for each plant's workflows. - Troubleshooting integrations with Engineering. - Ensuring operators get the outcomes we promised. Reporting to the Head of Customer Outcomes, you'll join a team of four CSEs (growing) as an individual contributor who owns customer relationships from go-live through expansion. You'll be on site regularly, working directly with nuclear engineers, IT teams, and plant operators. The job is technical, customer-facing, and measured by one thing: customers getting the outcomes they paid for. What you'll own - Deployment and implementation: Install and configure Nuclearn's platform on customer infrastructure, on-prem (sometimes air-gapped) or in secure cloud, owning the technical side of plant-system integrations and partnering with Engineering on custom work. - Customer success and adoption: Ensure customers get the outcomes they bought: understand their workflows, train their users, troubleshoot friction, and catch adoption gaps before they become retention risks. - Technical advisory: Be the credible technical voice your customers' IT teams and engineers respect, recommending configurations, optimizing how they use the platform, and documenting patterns that scale to other customers. - Customer voice: Surface what you hear to Product and Engineering, knowing things about how our software is actually used that nobody else at Nuclearn does. Qualifications - 3+ years in customer success engineering, technical implementation, or solutions engineering at a B2B software company. - Experience with enterprise customers on complex deployments. - Genuinely technical: comfortable in Linux, familiar with Docker or Podman. - Customer-facing by choice, handling skeptical technical buyers effectively. - AI-fluent: understanding AI tools and their application in workflows. - Comfortable with candor, addressing issues directly with customers and teams. Nice to have, not required - Experience in nuclear, utilities, energy, or another regulated industry. - Familiarity with Azure, Terraform, or Kubernetes. - Background working with generative AI, Postgres, or Python. - Prior experience at an early-stage startup. You'll be in your element if... - You're comfortable building without a playbook. - You're energized by fast cadence and shifting priorities. - You bring decisions, not just questions. - You want candid feedback. - You like reaching across function lines. How we work We're a values-driven company. Six values shape how we work, and three will be especially visible in this role: - Customer Wins: Their win is our win. - Ownership and Urgency: See it, own it, fix it. - Resourcefulness: Every dollar and hour matters. Benefits - Equity participation. - Medical, dental, and vision insurance. - 401(k) with 100% match on the first 4%. - Unlimited PTO. A few practical notes - Full-time, salaried. - Remote (US-based); Phoenix HQ option available. - Regular travel to customer sites (expect 25 to 40% travel). - U.S. citizenship or permanent residency required for DOE export compliance. How we hire Fast, respectful, and practical. Our goal is first conversation to decision in three weeks or less. - 30-minute intro with a CSE or our Head of People. - 30-minute interview with the Hiring Manager. - Take-home work sample. - Presentation of work sample. Nuclearn hires the best person for each role regardless of background, and we mean that as a practical commitment. We encourage applications from diverse backgrounds.

• Serve as a trusted advisor and primary support resource for customers using the organization’s healthcare software platform. • Build strong relationships with clinical users, administrators, and customer IT teams. • Ensure customers receive timely updates, clear communication, and a positive support experience throughout the issue resolution process. • Advocate for customer needs and provide feedback to internal product and engineering teams. • Investigate, reproduce, document, and manage customer-reported product issues. • Perform structured troubleshooting to identify root causes and determine appropriate resolution paths. • Support application configuration, user administration, access management, and platform setup activities. • Assist customers with login, authentication, user provisioning, and system access issues. • Monitor operational dashboards and proactively identify potential user-impacting concerns. • Partner closely with Product, Engineering, Infrastructure, and Clinical teams to ensure issues are resolved efficiently. • Escalate complex issues with detailed diagnostics, documentation, and supporting evidence. • Coordinate with customer IT teams regarding integrations, authentication, and technical configurations. • Help identify recurring issues and contribute to long-term improvements that enhance customer experience.

• Building relationships with your users. You should know who the key people are at each company, and they should know you. • Owning their feedback and making sure it gets to the wider PostHog team. • Investigating technical issues. You're the first person to dig into customer issues, often solving them yourself rather than immediately passing to support. • Being super responsive to their Slack messages, support tickets, and emails. • Being their favorite ever Customer Success person to work with!