Manager, Digital Customer Success (Gainsight)

Veradigm®; Raleigh (NC); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Comprehensive compensation and benefits package

Holidays, vacation, medical, dental, and vision insurance

Company-paid life insurance and retirement savings

Job summary

Veradigm® is seeking a strategic Manager of Digital Customer Success to lead and scale digital engagement programs. Responsibilities include designing customer success strategies, managing a team of digital professionals, and collaborating cross-functionally with Product, Marketing, and Sales to enhance customer journeys.

The ideal candidate will have extensive experience in customer success and team leadership, focusing on data-driven decision making to drive retention and satisfaction. A Bachelor's Degree is required.

Qualifications

• 8+ years relevant work experience, preferably in a customer success role.
• 2-3 years at the Expert level in customer engagement.
• 2-4 years relevant leadership experience.

Responsibilities

• Design and execute a comprehensive digital customer success strategy.
• Lead, mentor, and grow a team of customer success managers.
• Define and maintain customer health scoring models.
• Own and optimize the digital customer success tech stack.

Skills

Digital customer success strategy

Team leadership

Data-driven decision making

Communication and collaboration

Education

Bachelor's Degree or equivalent

Tools

Gainsight

Job description

Veradigm is looking for a strategic, execution-oriented Manager of the Digital Customer Success Managers 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 — that drive adoption, retention, and customer lifetime value at scale.

You will manage a team of 4 digital CS professionals and work cross‑functionally with Product, Marketing, Data, and Sales to create seamless, insight‑driven customer journeys. This is a high‑impact leadership role for someone who is equal parts strategist, operator, and builder — energized by scaling impact through smart systems and empowered teams.

Digital Engagement Strategy & Programs

• Design and execute a comprehensive digital customer success strategy that covers the full customer 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 — ensuring 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.

Team Leadership & Development

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

Customer Health & Lifecycle Management

• 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 (QBR) processes for scaled customer segments, leveraging digital formats and self‑serve insights where appropriate.

Technology & Tooling

• Own and optimize the digital CS tech stack, with Gainsight as the centerpiece — configuring and managing journeys, health scorecards, CTAs, reporting, and automation rules that power our scaled customer engagement model.
• 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 — that can enhance the scale, personalization, or efficiency of digital engagement programs.
• Ensure data flows cleanly across systems to enable accurate health scoring, reporting, and automation.

Cross‑Functional Collaboration

• 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.

Requirements

Education

• Bachelor’s Degree or equivalent Technical / Business experience Required

Work Experience

• 8+ years relevant work experience; 2‑3 years at the Expert level or equivalent experience Preferred

Management Experience

• 2‑4 years relevant leadership experience Preferred

Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Our commitment to pay transparency is a testament to our dedication to creating a fair, equitable, and inclusive workplace. By continuously analyzing market trends, staying abreast of changes in state laws, and making budgetary adjustments accordingly, we strive to ensure that our compensation practices reflect the value we place on our associates’ unique contributions and support their professional growth. 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 expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.