Digital Client Success Manager

About the role

The Customer Experience & Operations (CXOps) team drives the quality, consistency, and intelligence behind every customer interaction at Veradigm. We sit at the crossroads of data, technology, and customer relationships — using insights, automation, and scaled engagement programs to raise the bar for how customers experience our products and services. This role is central to how CXOps evolves its digital-first customer success model.

Responsibilities

The Customer Success Manager, Digital Customer Engagement manages a portfolio of customers supported primarily through digital programs, automation, and self-service, with human engagement driven by risk, adoption, or opportunity triggers. Rather than maintaining ongoing high-touch relationships, this role focuses on monitoring account health, responding to signals, executing playbooks, and ensuring customers remain renewal-ready and positioned for growth. The CSM partners closely with their manager and CXOps teams to manage portfolios efficiently while delivering meaningful customer outcomes.

• 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, 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