Manager, Digital Customer Success

Veradigm; Raleigh (NC); Presencial; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Retirement plan

Life insurance

Dental insurance

Vision insurance

Paid time off

Descripción de la vacante

Veradigm is seeking a strategic Manager of Digital Customer Success to lead scalable digital engagement programs for our customer base in Raleigh, NC. You will design journeys, drive adoption, and oversee a team of 4 digital CS professionals, partnering with Product, Marketing, Data, and Sales to create data-driven customer experiences.

The role emphasizes leadership, cross-functional collaboration, and building scalable, tech-enabled CS motions with a focus on health scoring and lifecycle

Formación

• 8+ years of relevant work experience.
• 2-3 years at Expert level or equivalent experience.
• Healthcare industry leadership experience is a plus.

Responsabilidades

• Design and execute a comprehensive digital CS strategy across the lifecycle.
• Lead, mentor, and scale a team of digital CS managers and specialists.
• Collaborate cross-functionally with Product, Marketing, Data, and Sales to drive customer journeys.
• Own health scoring and automated playbooks using Gainsight and related tools.

Conocimientos

Technical / Business experience

Leadership

Cross-functional collaboration

Educación

Bachelor's Degree or equivalent

Herramientas

Gainsight

Journey Orchestrator

Descripción del empleo

Job Overview

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: 2-3 years of recent direct Gainsight administration, specifically with Journey Orchestrator design
• Healthcare Industry Experience: 2-4 years relevant leadership experience

Compensation and Benefits

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.

Visa Sponsorship is not offered for this position.

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.

Equal Opportunity & Compliance

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.

From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans.

Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

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Culture and Career

Enhancing Lives and Building Careers Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development.

Together, we are In the Network.

Interested in learning more? Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.

At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve.

The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions.

Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today’s healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve.

At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders.

Together, we can transform healthcare and enable smarter care for millions of people.