Expert Client Success Manager

About Veradigm
Veradigm 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.
About the CXOps Team
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.
Role Overview
The 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.
Reporting 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.
What You'll Do
Strategic Account Ownership
Own a named portfolio of our most strategic, highest-revenue Practice Fusion customers as their primary point of contact and trusted advisor.
Build relationships with practice owners, administrators, and key decision-makers, and understand their clinical, operational, and financial goals.
Build and maintain success plans with defined, verified outcomes, and track progress against them.
Lead business reviews (QBRs/EBRs) that tie product adoption and usage to the outcomes each practice cares about.
Own renewal readiness and retention for your portfolio: spot risk early and drive recovery plans with Support, Product, Billing, and Sales.
Drive 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.
Coordinate complex escalations, including contractual, billing, or A/R concerns, through to resolution.
Data, Analytics & Customer Insights
Serve 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.
Partner 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.
Apply 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.
Analyze retention, churn, adoption, and engagement trends; quantify what drives them and present findings and recommendations to CXOps leadership.
Measure the impact of digital programs and playbooks, and recommend what to scale, change, or stop.
Work with Data, Product, and Operations teams to improve data quality so that health score inputs and reporting are accurate and trusted.
Team Leadership & Enablement
Act as the day-to-day team lead for Digital Customer Success Managers, providing guidance, coaching, and a first point of escalation on complex accounts.
Run team rhythms with your manager, such as portfolio and risk reviews, renewal reviews, and account case discussions.
Review the quality and consistency of the team's customer engagement, documentation, and Gainsight hygiene, and give direct, constructive feedback.
Model what a data-informed, outcome-focused CSM looks like.
Playbooks & Digital Engagement
Help design, test, and refine playbooks, journeys, and CTAs for both high-touch and digitally managed segments.
Turn what works in strategic accounts into repeatable programs for the broader PF base.
Contribute to digital channel content (in-app messaging, email, webinars, and self-service resources) with Marketing and Product.
Voice of Customer & Cross-Functional Collaboration
Represent the PF customer to Product: synthesize feedback, usage patterns, and recurring themes into prioritized insights, and take part in roadmap discussions and beta programs.
Support Voice of Customer programs (NPS, CSAT, KLAS) by driving participation, reviewing feedback, and owning closed-loop follow-up for your portfolio.
Identify and develop reference customers and customer success stories.
Partner with Sales, Support, Billing, and Marketing to resolve account-level and program-level issues.
What We Look For
Required
7–9 years of experience in Customer Success, Account Management, or a related customer-facing role, including ownership of high-value, strategic accounts.
Experience leading or mentoring other CSMs as a team lead, player-coach, or senior individual contributor.
Track record of improving retention and renewal outcomes, and of partnering with Sales on expansion.
Strong analytical skills: comfortable building reports and dashboards, working with usage and health data, and turning analysis into clear recommendations.
Hands-on Gainsight experience, including reports, dashboards, scorecards, CTAs, and success plans.
Solid understanding of health scoring, segmentation, lifecycle management, and scaled or digital engagemen

Skills
Account Management, Customer Success, Documentation