Veradigm® develops cloud-based healthcare technology for providers, payers, and life-sciences organizations. Its connected platform brings together clinical and financial software, including electronic health records, practice management, revenue cycle services, e-prescribing, data exchange, APIs, analytics, real-world data and evidence tools, quality and risk-adjustment solutions, and patient engagement capabilities. Through the Veradigm Network, these products support care delivery, healthcare operations, and research across the healthcare ecosystem.
Digital Client Success Manager
Manage digitally supported customer portfolios for Veradigm’s healthcare technology solutions. Track customer health, encourage adoption, address risks, and support renewals and account growth.
Description
- Oversee a large portfolio of digitally supported customer accounts
- Track customer health, product usage, engagement, and lifecycle milestones
- Reach out based on risk signals, adoption gaps, and growth opportunities
- Align customer expectations with the digital engagement model and available support channels
- Meet with high-value customers to define success and measurable outcomes
- Track changes in health scores, usage trends, and engagement signals
- Use playbooks to address declining adoption or engagement, renewal and retention risks, and post-onboarding stabilization needs
- Document risks and escalate cases that require intervention
- Work with the manager on complex or high-risk situations
- Identify opportunities for expansion, cross-selling, and upselling
- Refer qualified opportunities to Sales or Account teams with supporting context and data
- Prepare for renewals by helping customers realize value and achieve success milestones
- Use platforms such as Gainsight to manage health scores, CTAs, success plans, and engagement tracking
- Keep timely, accurate records of customer activity, risks, and outcomes
- Apply consistent processes across the digitally managed portfolio
- Recommend improvements to playbooks, triggers, and engagement workflows
- Work with Product, Support, and CXOps to resolve issues and improve outcomes
- Share patterns in customer risks, trends, and product feedback
- Take part in team reviews, enablement sessions, and process improvements
Requirements
- Bring 2–4 years of experience in Customer Success, Account Management, or a related customer-facing role
- Have experience managing multiple accounts or portfolios in a scaled or digital engagement model
- Understand customer lifecycle, adoption, and retention concepts
- Use data, dashboards, and health signals to prioritize work
- Follow structured processes while applying sound judgment
- Communicate clearly and concisely in writing and conversation
- Experience with Gainsight or a similar customer success platform is preferred
- Familiarity with SaaS or healthcare technology environments is preferred
- Exposure to renewals, expansion support, or Voice of Customer programs such as NPS or CSAT is preferred
- Experience in digitally led or tech-touch customer models is preferred
- Be legally authorized to work in the United States or Canada
- Visa sponsorship is not available for this position
Benefits
- Holidays
- Vacation
- Medical insurance
- Dental insurance
- Vision insurance
- Company-paid life insurance
- Retirement savings
- Professional development opportunities
- Hybrid work arrangement requiring two days per week in the office