Hybrid Digital Customer Success Manager: Growth & Risk

Veradigm®; Raleigh (NC); Hybride; USD 70 000 - 100 000; Plein temps

Résumé du poste

Veradigm is seeking a Customer Success Manager for Digital Customer Engagement. You will oversee a portfolio of digitally supported accounts, monitor health metrics, and drive value through automation and self-service while escalating high-risk signals.

The role is hybrid with two days in the office weekly, and you will partner with CXOps, Product, and Sales to ensure renewal readiness and growth through data-driven playbooks and scalable customer experiences.

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.

Responsabilités

• 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 or engagement, renewal and retention risk, or post-onboarding stabilization issues.
• Document risks clearly and escalate appropriately 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 supporting data.
• Support renewal readiness by ensuring customers are receiving value and meeting success milestones.
• 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.
• 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.

Connaissances

Customer Success

Account Management

Digital Engagement

Data-driven decisions

Outils

Gainsight

Description du poste

Veradigm is seeking a Customer Success Manager for Digital Customer Engagement. You will oversee a portfolio of digitally supported accounts, monitor health metrics, and drive value through automation and self-service while escalating high-risk signals.

The role is hybrid with two days in the office weekly, and you will partner with CXOps, Product, and Sales to ensure renewal readiness and growth through data-driven playbooks and scalable customer experiences.