TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
TigerConnect is hiring a Digital Customer Experience & Lifecycle Systems Manager to scale our digital‑first & tech-to customer programs. You will own customer lifecycle orchestration, in‑app customer engagements, and knowledge content operations so customers find exactly what they need, when and where they need it. Your work will drive product adoption, time‑to‑value, and self‑serve resolution across TigerConnect’s customer base.
What You’ll Do
- Design & run lifecycle programs in Gainsight CS: build and run customer journeys, playbooks, health, scorecards, trigger logic.
- Own in‑app engagements in Gainsight PX: manage targeting, progressive guides, release highlights, cross‑sell nudges, and experimentation.
- Operate the AI knowledge content loop: review AI content improvement insights, curate/approve AI‑generated articles, build/coach autoflows, measure deflection and resolution rates.
- Knowledge governance: taxonomy, templates, authoring workflows, localization, publishing, SEO/AEO, and article lifecycle hygiene.
- Manage SMB onboarding and adoption orchestration systems: build systems to support self-service onboarding in collaboration with Digital CX leadership team.
- Orchestrate Scaled Voice of the Customer (VOC) feedback: structure & VOC back to Product; close the loop on insights and align journeys with roadmap and releases.
- Instrument and analyze: track KPIs (adoption, feature utilization, TTV, engagement CTRs, self‑serve %, CSAT, renewal risk), build dashboards, and run A/B tests.
Outcomes You’ll Own
- Self‑serve resolution/deflection by closing content gaps and improving KB discoverability.
- Feature adoption and time‑to‑first value for SMB customers via orchestrated onboarding and in‑app guidance.
- At‑risk accounts through proactive, signal‑based journeys and prompts to Digital CX specialists.
What You Bring
- 3–5 years in Digital CS, CS Ops, Customer Lifecycle, Marketing Ops, or Product Growth for a SaaS company.
- Hands‑on expertise with Gainsight CS (Journey Orchestrator, health, rules) and Gainsight PX (targeting, in‑app).
- Email orchestration/campaigns inside Gainsight or adjacent tools; community/academy integration to journeys.
- Comfort with data: segmentation logic, event/usage metrics, experimentation, dashboarding.
Nice To Have
- Experience with Forethought Discover/Solve and Salesforce Knowledge administration (or similar AI support tooling).
- Knowledge centered service (KCS) practices, localization workflows, and help center SEO basics. ‑centered service (KCS) practices, localization workflows, and help‑center SEO basics.
- Expertise with answer engine optimization (AEO) best practices for surfacing content via AI-driven search
- Experience with AI agent building and agent-of-agents orchestration
- Familiarity with AI video content generation via Synthesia, Colossyan, or similar
Tools You’ll Use
- Gainsight CS, PX, and Staircase
- Salesforce Service Cloud (Knowledge),
- Forethought Discover and Solve
- Matik content engine
- Microsoft BI & Analytics tools
Perks & Benefits We Offer:
Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration
Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance
In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
Join a mission-driven team committed to making a real impact in the world of healthcare
Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We’ve been recognized as one of the Best Places to Work in Los Angeles (2022, 2023, 2024, 2025), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). Our team in Mexico was recognized as a Great Place to Work and Best Place to Code in 2026. We were also honored to be named to Inc. 5000’s list of Fastest Growing Companies.
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Top Skills
What the Team is Saying
What We Do
TigerConnect is healthcare’s most widely adopted communication platform – uniquely modernizing care collaboration among doctors, nurses, care teams, and patients. TigerConnect is the only solution that combines a consumer-like user experience for both clinical and patient communication with serious security, privacy, and clinical workflow requirements that today’s healthcare organizations demand. TigerConnect accelerates productivity, reduces costs, and improves patient outcomes. Trusted by more than 7,000 healthcare organizations, TigerConnect maintains 99.99% verifiable uptime and processes more than 10 million messages each day.
Why Work With Us
TigerConnect believes that the people building and supporting our products are the core to our success. From our outstanding benefits package to our focus on mental health & wellbeing to our life-saving products — working at TigerConnect allows you to build partnerships and truly make an impact on how healthcare communication is delivered.
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TigerConnect Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
