{"id":4300515,"url":"https://alion.io/job/veradigm-expert-digital-client-success-manager","title":"Expert Digital Client Success Manager","company":{"id":3132,"name":"Veradigm","domain":"veradigm.com","url":"https://alion.io/company/allscripts","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":91,"open_postings":8,"ghost_share":0,"stale_share":0.375,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Raleigh, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Looker","optional":true},{"name":"Power BI","optional":true},{"name":"SQL","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-11-13T00:00:00Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-14T02:57:41Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Veradigm\nVeradigm is a healthcare technology company dedicated to simplifying the intersection of data, insights, and care. Our solutions connect physicians, patients, health plans, and life sciences companies - enabling better health outcomes and more efficient care delivery. We move fast, work collaboratively, and believe data and AI are central to how we improve healthcare.\nAbout the CXOps Team\nThe 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.\nRole Overview\nThe Expert Digital Client Success Manager is the senior individual contributor on the Digital Customer Success team and its day-to-day team lead. The role brings together three responsibilities: owning relationships with our most strategic, highest-revenue Practice Fusion customers; turning customer and usage data into insight and action across the full PF practice base; and coaching the team's Digital Customer Success Managers and setting the standard for their work.\nReporting to the Manager, Digital Customer Success, you'll work as a player-coach. You'll carry your own book of high-touch accounts while helping the team run a scaled, data-driven engagement model across the long tail of practices. You'll partner with your manager to shape health scoring, playbooks, and engagement programs, and you'll make sure those programs are applied consistently and are improving customer outcomes. This role suits someone who is as comfortable leading an executive business review as building a Gainsight dashboard.\nWhat You'll Do\nStrategic Account Ownership\nOwn a named portfolio of our most strategic, highest-revenue Practice Fusion customers as their primary point of contact and trusted advisor.\nBuild relationships with practice owners, administrators, and key decision-makers, and understand their clinical, operational, and financial goals.\nBuild and maintain success plans with defined, verified outcomes, and track progress against them.\nLead business reviews (QBRs/EBRs) that tie product adoption and usage to the outcomes each practice cares about.\nOwn renewal readiness and retention for your portfolio: spot risk early and drive recovery plans with Support, Product, Billing, and Sales.\nDrive growth within your portfolio by identifying expansion, cross-sell, and upsell opportunities and partnering with Sales to advance them with clear account context and usage data.\nCoordinate complex escalations, including contractual, billing, or A/R concerns, through to resolution.\nData, Analytics & Customer Insights\nServe as the team's analytics lead: build and maintain Gainsight reports, dashboards, and portfolio views that show the team and leadership where customer health, adoption, and risk stand.\nPartner closely with the Manager, Digital Customer Success on health score design and tuning by bringing frontline insight, validating inputs against real customer outcomes, and recommending changes.\nApply health and usage data across the long tail of PF practices: segment the base, find patterns, and turn them into targeted outreach, playbook triggers, and digital campaigns.\nAnalyze retention, churn, adoption, and engagement trends; quantify what drives them and present findings and recommendations to CXOps leadership.\nMeasure the impact of digital programs and playbooks, and recommend what to scale, change, or stop.\nWork with Data, Product, and Operations teams to improve data quality so that health score inputs and reporting are accurate and trusted.\nTeam Leadership & Enablement\nAct as the day-to-day team lead for Digital Customer Success Managers, providing guidance, coaching, and a first point of escalation on complex accounts.\nRun team rhythms with your manager, such as portfolio and risk reviews, renewal reviews, and account case discussions.\nReview the quality and consistency of the team's customer engagement, documentation, and Gainsight hygiene, and give direct, constructive feedback.\nModel what a data-informed, outcome-focused CSM looks like.\nPlaybooks & Digital Engagement\nHelp design, test, and refine playbooks, journeys, and CTAs for both high-touch and digitally managed segments.\nTurn what works in strategic accounts into repeatable programs for the broader PF base.\nContribute to digital channel content (in-app messaging, email, webinars, and self-service resources) with Marketing and Product.\nVoice of Customer & Cross-Functional Collaboration\nRepresent the PF customer to Product: synthesize feedback, usage patterns, and recurring themes into prioritized insights, and take part in roadmap discussions and beta programs.\nSupport Voice of Customer programs (NPS, CSAT, KLAS) by driving participation, reviewing feedback, and owning closed-loop follow-up for your portfolio.\nIdentify and develop reference customers and customer success stories.\nPartner with Sales, Support, Billing, and Marketing to resolve account-level and program-level issues.\nWhat We Look For\nRequired\n7-9 years of experience in Customer Success, Account Management, or a related customer-facing role, including ownership of high-value, strategic accounts.\nExperience leading or mentoring other CSMs as a team lead, player-coach, or senior individual contributor.\nTrack record of improving retention and renewal outcomes, and of partnering with Sales on expansion.\nStrong analytical skills: comfortable building reports and dashboards, working with usage and health data, and turning analysis into clear recommendations.\nHands-on Gainsight experience, including reports, dashboards, scorecards, CTAs, and success plans.\nSolid understanding of health scoring, segmentation, lifecycle management, and scaled or digital engagement models.\nExecutive presence; able to lead business reviews and difficult conversations with practice owners and senior stakeholders.\nClear, concise written and verbal communication, including presenting data and recommendations to leadership.\nHighly organized; able to balance a personal book of business with team leadership responsibilities.\nNice to Have\nExperience in healthcare IT, particularly with ambulatory or independent physician practices.\nFamiliarity with Practice Fusion or other cloud-based EHR platforms.\nGainsight configuration experience (rules engine, Journey Orchestrator, scorecards).\nSQL proficiency or experience with data visualization tools (e.g., Power BI, Tableau, Looker, Sigma).\nExperience with in-app engagement platforms (e.g., Pendo, WalkMe).\nExperience working toward expansion or net revenue retention goals.\nCompensation 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.\nEnhancing Lives and Building Careers\nVeradigm 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?\nTake a look at our Culture, Benefits, Early Talent Program, and Additional Openings.\nVisa Sponsorship is not offered for this position.\nAt 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. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.\nVeradigm’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.\nFrom a \"VEVRAA Federal Contractor\" We request Priority Referral of Protected Veterans\nThis is an official Veradigm Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.\nThank you for reviewing this Veradigm opportunity. Does this look like a great match for your skill set? If so, scroll on down and tell us more about yourself!","description_format":"text","description_chars":9539,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance","Professional development","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EHR & Clinical Software","Practice Management Software","Revenue Cycle & Medical Billing","Health Data & Interoperability"],"lifecycle":[{"event":"open","at":"2026-11-14T02:57:41Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 15 · green card filings: 6","filings_12m":15,"filings_prev_12m":11,"green_card_filings_12m":6,"median_offered_wage_usd":128929,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":48,"reasons":["conf:1","win:early"],"computed_at":"2026-11-14T04:09:39Z"},"pay":null,"html_url":"https://alion.io/job/veradigm-expert-digital-client-success-manager","json_url":"https://alion.io/job/veradigm-expert-digital-client-success-manager.json","meta":{"generated_at":"2026-11-14T04:09:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6627,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3132},"rest":"https://alion.io/mcp/rest/get_company?id=3132"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fveradigm-expert-digital-client-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fveradigm-expert-digital-client-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fveradigm-expert-digital-client-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/veradigm-expert-digital-client-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fveradigm-expert-digital-client-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4300515}},{"tool":"search_jobs","arguments":{"company":"veradigm.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4300515},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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