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.

As a key customer advocate and strategic advisor, the Enterprise Customer Experience Manager will work cross-functionally with Business Unit Leaders, Operations, and Technical teams to optimize service delivery and customer outcomes.

Essential functions:

Customer Success & Retention

• 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.

Work Authorization:

• Guideway Care does not offer Immigration or work visa sponsorship

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, team members enjoy 

• Remote/hybrid flexibility (depending on location) and a generous Personal Time Off program 
• Benefits package including 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.
• 401(k) retirement plan with a company match.
• Opportunities for professional development.
  

Why Join Guideway Care?

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

Location: Remote or Onsite (Birmingham, Alabama)

Reports To: Vice President, Customer Experience

Guideway Care requires all candidates to successfully complete a background check, drug screening, and identity verification process, including third-party checks and real-time confirmation, prior to employment to ensure a secure and consistent candidate experience.

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.