Manager, Customer Success – Digital First, Mid-Market

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Aline

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

☁️ SaaS

🤝 B2B

Healthcare • SaaS • B2B

Aline is a software company that provides a connected, cloud-based platform for senior living operators. Aline combines CRM and marketing tools, resident care and clinical workflows (including eMAR and care plans), dining and point-of-sale solutions, and financial systems (leasing, billing, payments, accounting) to streamline admissions, daily care, operations, and revenue management across assisted living, independent living, memory care, and skilled nursing communities. The platform emphasizes integrations (100+ partners), workflow automation, and analytics (Aline Intelligence) to reduce manual handoffs and improve outcomes for operators, caregivers, residents, and families. Aline serves thousands of senior living communities and positions itself as a B2B SaaS provider focused on healthcare operations for the senior living market.

📋 Description

• Lead the strategy and execution of our customer education and training programs. • Manage the customer enablement specialist responsible for developing and delivering training content and learning experiences. • Develop scalable education programs including: • On-demand learning • Live and recorded training sessions • Webinars and workshops • Knowledge base content and documentation • Define and implement a digital customer success strategy to support onboarding, adoption, engagement, and retention at scale. • Build digital lifecycle programs that guide customers through key milestones in the customer journey. • Design scalable touchpoints including: • Automated campaigns • In-app messaging and guidance • Digital check-ins and product updates • Monitor engagement metrics and continuously optimize programs to improve customer outcomes. • Partner with Product and Customer Success teams to translate product capabilities into adoption programs and educational content. • Drive awareness and usage of new features through targeted digital campaigns and training initiatives. • Develop resources that help customers expand their use of the platform and achieve business outcomes. • Manage a team of product-focused CSMs or subject matter experts who support adoption and customer success across key products. • Ensure SMEs contribute to customer education content, adoption programs, internal knowledge sharing, and support for complex product use cases. • Partner with Product teams to ensure new releases are supported by clear customer guidance and enablement. • Collaborate with Marketing to develop targeted digital campaigns that drive product engagement and customer success outcomes. • Work with Customer Success leadership to align digital programs with broader CS strategies. • Partner with Sales and Product teams to ensure consistent messaging and enablement throughout the customer lifecycle. • Develop scalable programs designed to improve retention and expansion within SMB and scaled customer segments. • Identify adoption gaps or churn risk signals and implement proactive digital interventions. • Use customer data and product insights to inform education and engagement strategies.

🎯 Requirements

• 5+ years of experience in Customer Success, Customer Education, Digital Customer Success, or Customer Experience roles • Experience developing customer training or education programs • Experience building or managing digital customer engagement programs • Strong collaboration experience working with Marketing, Product, and Customer Success teams • Data-driven approach to measuring customer engagement and adoption • Experience managing customer enablement teams or product specialists • Background in B2B SaaS or technology platforms • Experience supporting SMB or scaled customer segment • Familiarity with customer success, learning management, or product adoption platforms