Digital Client Success Manager

The Customer Experience & Operations (CXOps) team drives the quality, consistency, and intelligence behind every customer interaction  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…