Manager, Digital Customer Success

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.