Customer Success Manager, Digital Touch

Customer Success Manager, Digital Touch | Customer Success | North America | Remote

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We're searching for a Customer Success Manager, Digital Touch to join our North America Customer Success team, so that we can scale high-quality customer engagement across our emerging accounts through innovative digital strategies. The Customer Success Manager, Digital Touch will develop and deliver automated customer success programs, analyze engagement data, and optimize digital touchpoints to drive retention and customer satisfaction across our North America product portfolio.

This is a new role within our growing Customer Success function, giving you the unique opportunity to shape and define our digital touch strategy from the ground up. You'll have significant influence in building scalable engagement models and establishing best practices that will serve as the foundation for our digital customer success initiatives.

How You'll Spend Your Time

• Utilize customer analytics platforms to examine health metrics and generate data-informed insights in order to enhance retention strategies and renewal decisions
• Craft clear and supportive messaging across digital channels to reinforce customer value realization and adoption
• Identify inefficiency patterns within digital workflows and create documentation to streamline service delivery and operational efficiency
• Support automated campaigns, webinars, and lifecycle programs to drive scalable customer experiences across large account portfolios
• Monitor client health, satisfaction, and sentiment to ensure seamless renewal processes in partnership with Renewals Specialists and Sales teams
• Create standardized solutions for recurring customer challenges that align with team objectives to improve self-service capabilities
• Participate in process improvement initiatives and team data reviews to optimize digital customer success workflows

What Kind of Things We're Most Interested in You Having 

• Previous experience in a Digital Touch Customer Success role, preferably in a B2B healthcare SaaS company
• Proven success in managing customer engagement across a large portfolio of customers
• Demonstrated analytical skills with the ability to leverage data to drive customer insights and business decisions
• In-depth knowledge on how to support organizations through transitions including new product adoption and legacy platform migrations
• Proficiency in Salesforce Reporting, data analytics tools, and Excel (AI experience is a plus)
• A knack for working collaboratively within cross-functional teams while driving measurable outcomes
• Ability to travel across North America as needed

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.

As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to accessibility@rldatix.com.

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.

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