The posting
The Customer Experience & Operations (CXOps) team drives the quality, consistency, and intelligence behind every customer interaction at Veradigm. We sit at the crossroads of data, technology, and customer relationships — using insights, automation, and scaled engagement programs to raise the bar for how customers experience our products and services. This role is central to how CXOps evolves its digital-first customer success model.
This is a hybrid position, expectation is 2 days a week in office
The Customer Success Manager, Digital Customer Engagement manages a portfolio of customers supported primarily through digital programs, automation, and self-service, with human engagement driven by risk, adoption, or opportunity triggers.
Rather than maintaining ongoing high-touch relationships, this role focuses on monitoring account health, responding to signals, executing playbooks, and ensuring customers remain renewal-ready and positioned for growth. The CSM partners closely with their manager and CXOps teams to manage portfolios efficiently while delivering meaningful customer outcomes.
What You'll Do
Digital Portfolio Management
• Manage a large portfolio of digitally supported customer accounts.
• Monitor customer health, product usage, engagement levels, and lifecycle milestones.
• Execute trigger-based outreach in response to risk indicators, adoption gaps, or growth opportunities.
• Ensure customer expectations align with the digital engagement model and available support channels.
• Meet with high value customers to define success and verified outcomes.
Risk Identification & Mitigation
• Actively monitor health score changes, usage trends, and engagement signals.
• Execute defined playbooks to address:
- Declining adoption or engagement
- Renewal and retention risk
- Post-onboarding stabilization issues
• Document risks clearly and escalate appropriately when intervention is required.
• Partner with your manager on complex or high-risk scenarios.
Opportunity Identification & Growth Enablement
• Identify expansion, cross-sell, and upsell signals surfaced through product usage or engagement data.
• Surface qualified opportunities to Sales or Account teams with clear context and supporting data.
• Support renewal readiness by ensuring customers are receiving value and meeting success milestones.
Operational Excellence & Tool Usage
• Use customer success platforms (e.g., Gainsight) to manage health scores, CTAs, success plans, and engagement tracking.
• Maintain accurate and timely documentation of customer activity, risks, and outcomes.
• Follow standardized processes to ensure consistency across the digitally managed portfolio.
• Contribute feedback to improve playbooks, triggers, and engagement workflows.
Collaboration & Continuous Improvement
• Partner with Product, Support, and CXOps teams as needed to resolve issues and improve outcomes.
• Share insights on recurring risks, customer trends, and product feedback.
• Participate in team reviews, enablement sessions, and process improvements to strengthen the digital engagement model.
What We Look For
Required
• 2-4 years of experience in Customer Success, Account Management, or a related customer-facing role.
• Experience managing multiple accounts or portfolios in a scaled or digital engagement model.
• Strong understanding of customer lifecycle, adoption, and retention concepts.
• Comfort working from data, dashboards, and health signals to guide prioritization.
• Proven ability to follow structured processes while exercising sound judgment.
• Clear, concise communication skills—written and verbal.
Nice to Have
• Experience with Gainsight or similar customer success platforms.
• Familiarity with SaaS or healthcare technology environments.
• Exposure to renewal motions, expansion support, or VoC programs (NPS, CSAT).
• Experience working in digitally led or tech-touch customer models.
Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Our commitment to pay transparency is a testament to our dedication to creating a fair, equitable, and inclusive workplace. By continuously analyzing market trends, staying abreast of changes in state laws, and making budgetary adjustments accordingly, we strive to ensure that our compensation practices reflect the value we place on our associates’ unique contributions and support their professional growth.
Enhancing Lives and Building Careers
Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network. Interested in learning more?
Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.
Visa Sponsorship is not offered for this position.
At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.
Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.
From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans
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