Manager, CXOps - Digital Customer Success Management

Overview

Veradigm is looking for a strategic, execution-oriented Manager to lead and scale our digital engagement programs across the Veradigm customer base. This role is responsible for designing and running scalable, tech-enabled customer success motions—including in-app experiences, automated nurture programs, digital health scoring, and community-based engagement—to drive adoption, retention, and customer lifetime value  manager will lead a team of four digital CS professionals and collaborate with Product, Marketing, Data, and Sales to create seamless, insight-driven customer journeys.

• Design and execute a comprehensive digital customer success strategy covering the full lifecycle—from onboarding through expansion and renewal.
• Build and optimize tiered engagement models that segment customers by product, use case, health score, and lifecycle stage.
• Own the digital channel mix—including in-app messaging, email nurture sequences, webinars, video content, and self-service resources—to ensure the right message reaches the right customer at the right time.
• Continuously test and iterate on engagement programs using data and experimentation to improve adoption, satisfaction, and retention outcomes.

• Lead, mentor, and grow a team of digital customer success managers and specialists.
• Set clear goals, KPIs, and accountability structures for the team; conduct performance reviews and coaching conversations.
• Foster a culture of curiosity, data-driven decision‑making, and continuous improvement.
• Hire and develop top talent as the digital CS function scales.

• Define and maintain customer health scoring models that combine product usage data, support signals, and engagement behavior into actionable risk and opportunity indicators.
• Build and manage automated playbooks that trigger proactive outreach, intervention, or escalation based on health score changes and lifecycle milestones.
• Partner with data and analytics teams to ensure health score inputs are reliable, current, and well‑documented.
• Lead quarterly business review (Q ) processes for scaled customer segments, leveraging digital formats and self‑serve insights where appropriate.

• Own and optimize the digital CS tech stack, with Gainsight as the centerpiece—configuring and managing journeys, health scorecards, CTAs, reporting, and automation rules.
• Partner with IT and operations to configure, maintain, and improve tooling, integrations, and workflows that support digital CS motions.
• Identify and evaluate new technologies—including AI‑powered tools—to enhance the scale, personalization, or efficiency of digital engagement programs.
• Ensure data flows cleanly across systems to enable accurate health scoring, reporting, and automation.

• Work closely with Product to translate customer feedback and usage patterns into actionable product insights; participate in roadmap planning and beta programs.
• Partner with Marketing on customer communications, content strategy, and event programming that supports digital CS goals.
• Collaborate with Sales on expansion and renewal strategies for digitally‑managed segments, ensuring smooth handoffs and shared visibility into customer health.
• Represent the voice of the digitally‑managed customer in internal forums, leadership updates, and cross‑functional planning.

• Education:
  
  Bachelor’s degree or equivalent technical or business experience.
• Work Experience:
  
  8+ years relevant work experience; 2‑3 years at an expert level or equivalent experience.
• Preferred: 2‑4 years relevant leadership experience.
• Other:
  Must be legally authorized to work in the United States or Canada.

Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Veradigm is committed to pay transparency and equitable compensation practices.

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 any other legally protected category.