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 CX & Lifecycle Systems Manager to scale our digital-first and 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 and run lifecycle programs in Gainsight CS, including customer journeys, playbooks, health scoring, scorecards, and trigger logic
- Own in-app engagements in Gainsight PX, including targeting, progressive guides, release highlights, cross-sell nudges, and experimentation
- Operate the AI knowledge content loop by reviewing AI improvement insights, curating and approving AI-generated articles, coaching autoflows, and measuring deflection and resolution rates
- Own knowledge governance including taxonomy, templates, authoring workflows, localization, publishing, SEO and AEO, and overall content lifecycle hygiene
- Manage SMB onboarding and adoption orchestration systems in collaboration with the Digital CX leadership team
- Orchestrate scaled Voice of the Customer feedback, funnel insights back to Product, and align lifecycle journeys with roadmap and releases
- Track and analyze KPIs including adoption, feature utilization, time-to-value, engagement CTRs, self-serve resolution, CSAT, and renewal risk
- Build dashboards and run experiments, including A/B testing
- Increased self-serve resolution and deflection through improved knowledge discoverability
- Faster time-to-first value and higher feature adoption for SMB customers through orchestrated onboarding and in-app guidance
- Reduced at-risk accounts through proactive, signal-based lifecycle journeys
- 3–5 years of experience in Digital Customer Success, CS Operations, Customer Lifecycle, Marketing Ops, or Product Growth within a SaaS company
- Hands-on expertise with Gainsight CS (Journey Orchestrator, health, rules) and Gainsight PX (in-app experiences and targeting)
- Experience running email orchestration in Gainsight or similar tools
- Strong comfort with data, including segmentation logic, usage metrics, experimentation, and dashboards
- Experience with Forethought Discover and Solve or similar AI support tooling
- Knowledge Centered Service (KCS) practices, localization workflows, and help center SEO fundamentals
- Familiarity with Answer Engine Optimization (AEO) best practices for AI-driven search
- Experience building AI agents or agent-of-agents workflows
- Experience with AI video content tools such as Synthesia or Colossyan
- Gainsight CS, Gainsight PX, and Staircase
- Salesforce Service Cloud (Knowledge)
- Forethought Discover and Solve
- Matik content engine
- Microsoft BI and 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.
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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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Employees engage in a combination of remote and on-site work.
