Enterprise Customer Experience Manager

About Guideway Care

Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."

Job Summary

We are seeking an Enterprise Customer Experience Manager to drive strategic growth, retention, and satisfaction for our highest-value customers. This role will manage a portfolio of enterprise and mid-market customers, ensuring operational excellence, driving value realization, and identifying expansion opportunities.

Essential Functions

• Serve as the primary strategic contact for top-tier accounts, ensuring alignment with business objectives and contract commitments.
• Own the quarterly business review (QBR) process, delivering value scorecards, impact reports, and strategic recommendations.
• Drive proactive engagement with enterprise customers, ensuring a white-glove experience for the most strategic clients.
• Partner with the Business Unit Leaders to ensure operational success, including monthly check-ins and issue resolution.
• Monitor customer health metrics and lead renewal and expansion strategies.

Operational & Cross-Functional Collaboration

• Partner with Business Unit Leaders to triage escalations and ensure service delivery meets expectations.
• Collaborate with Technical and Implementation teams to support adoption of new features or service enhancements.
• Work with Finance and Contracts teams to track ARR growth, renewals, and contract compliance.

Growth & Expansion

• Identify upsell and cross-sell opportunities within existing accounts.
• Partner with Sales and Executive Leadership on expansion strategies to deepen relationships with enterprise customers.
• Track and report on key success metrics (NPS, retention rates, upsell revenue).

Required Skills/Abilities

• 3-5 years of customer success, account management, or consulting experience, preferably in healthcare SaaS, patient engagement, or care navigation services.
• Experience managing high-value, complex enterprise accounts with multi-stakeholder relationships.
• Strong understanding of healthcare operations and value-based care models.
• Ability to manage both strategic and operational conversations, balancing customer needs with company goals.
• Excellent communication, relationship-building, and problem-solving skills.
• Data-driven mindset with experience using customer health scorecards, reporting tools, and CRM platforms.

Total Rewards

• The target pay range for this role is $90,000 – $115,000 annually, plus variable performance-based compensation.
• An individual’s pay within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations.
• In addition to a competitive salary, team members enjoy Remote/hybrid flexibility (depending on location) and a generous Personal Time Off program.
• Benefits package includes medical, vision, dental, health savings accounts, company-paid short- and long-term disability, employee assistance program, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents.
• Opportunities for professional development.

Why Join Guideway Care?

• A high-impact role: Own the success of our largest and most strategic customers.
• A growth opportunity: Be part of a company scaling rapidly in a high-demand healthcare sector.
• A collaborative culture: Work cross-functionally with top industry leaders in healthcare innovation.

Location

Remote or Onsite (Birmingham, Alabama)

Reports To

Vice President, Customer Experience