Digital Customer Success Manager — Growth & Health Signals

Allscripts; Raleigh (NC); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Veradigm is seeking a Customer Success Manager, Digital Customer Engagement to manage a portfolio of customers supported primarily through digital programs, automation, and self-service.

You will monitor health signals, execute playbooks, and partner with CXOps, Product, and Support to drive renewal readiness and opportunities for growth in a hybrid work model.

This role emphasizes data-driven decisions, risk mitigation, and strong communication to ensure customer outcomes at scale.

Qualifications

• 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.

Responsibilities

• 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.
• Actively monitor health score changes, usage trends, and engagement signals.
• Execute defined playbooks to address declining adoption, renewal risk, or onboarding issues.
• Document risks clearly and escalate when intervention is required.
• Partner with your manager on complex or high-risk scenarios.
• 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 data.
• Support renewal readiness by ensuring customers are receiving value and milestones are met.
• Use Gainsight to manage health scores, CTAs, and engagement tracking.
• Maintain accurate documentation of customer activity, risks, and outcomes.

Skills

Customer Success

Account Management

Data-driven decisions

Communication skills

Health signals

Tools

Gainsight

Job description

Veradigm is seeking a Customer Success Manager, Digital Customer Engagement to manage a portfolio of customers supported primarily through digital programs, automation, and self-service.

You will monitor health signals, execute playbooks, and partner with CXOps, Product, and Support to drive renewal readiness and opportunities for growth in a hybrid work model.

This role emphasizes data-driven decisions, risk mitigation, and strong communication to ensure customer outcomes at scale.