Enterprise Customer Experience Manager

🔥 13 hours ago

🏈 Alabama – Remote

🏈 Alabama – Remote

💵 $105k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 1%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 96 days.

Apply Now

Check your resume score

Customize resume + cover letter

Find Similar Remote Jobs

☆ Save☑️ Mark as applied❌ Hide

Report problem

Guideway Care

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🏥 Healthcare

☁️ SaaS

🤖 Artificial Intelligence

Healthcare • SaaS • Artificial Intelligence

Guideway Care is a healthcare-focused enterprise that provides an evidence-based patient activation platform combining AI-driven orchestration and trained human Patient Activation Agents. Using its proprietary Motivational Patient Guidance (MPG) framework, Guideway guides patients through access, referrals, care transitions, and chronic disease management to improve adherence, reduce avoidable utilization, and boost satisfaction and financial outcomes for hospitals, health systems, payors/ACOs, FQHCs, and medical device providers. The company emphasizes measurable clinical and financial impact—fewer readmissions, higher appointment adherence, improved HCAHPS scores, and strong ROI—while addressing social determinants of health and operational barriers.

📋 Description

• Serve as the accountable owner for the relationship, retention and long-term value of an assigned portfolio of enterprise and mid-market customers • Build and maintain account plans covering goals, stakeholders, risks, renewal paths and growth opportunities • Develop trusted relationships with customer executives and represent the customer's perspective internally • Lead business reviews connecting service performance and measurable value to customer strategic priorities • Visit customers onsite as needed • Own retention and lead renewal strategy across the portfolio • Monitor contract terms and renewal timelines • Own customer health assessments and act on signs of risk • Follow up on customer feedback and turn it into specific actions • Share portfolio themes with leadership to inform service design and priorities • Identify and pursue growth and expansion opportunities with Sales and solution leaders • Maintain accurate account health, renewal, relationship and opportunity records • Provide portfolio inputs for customer health reviews and leadership reporting • Deliver business reviews and account plans meeting lifecycle standards • Collaborate with partner teams to resolve customer issues, lead customer communications, and escalate unresolved risks with recommendations • Success is measured by gross revenue retention, expansion revenue, customer sentiment, renewal readiness, and accurate reporting

🎯 Requirements

• 5+ years in customer success, account management or client services, including at least 3 years owning enterprise healthcare relationships and renewals • Track record of retaining and growing complex, multi-stakeholder accounts, including recovery of at-risk relationships • Strong understanding of healthcare operations and value-based care models • Executive presence, with the ability to hold strategic conversations with health system leaders • Sound judgment in balancing customer advocacy with business needs • Comfort with data, customer health measures and CRM tools • Experience with clinical services or outcomes-based programs, such as RN triage, care management, readmission reduction or post-discharge services • Clinical or healthcare operations background • Must successfully complete a background check, drug screening, and identity verification process prior to employment • Guideway Care does not offer immigration or work visa sponsorship

🏖️ Benefits

• Remote/hybrid flexibility (depending on location) • Generous Personal Time Off program • Medical, vision, and dental benefits • Health savings accounts • Company-paid short- and long-term disability • Employee assistance program • Life insurance • Accident insurance • Other voluntary benefit programs for employees and eligible dependents • 401(k) retirement plan with a company match • Opportunities for professional development • Variable performance-based compensation

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume