Enterprise Customer Experience Manager

🕒 April 17

🏈 Alabama – Remote

🏈 Alabama – Remote

💵 $90k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Guideway Care

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

SaaS • Artificial Intelligence • B2B

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 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 • 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 • Identify upsell and cross-sell opportunities within existing accounts • Track and report on key success metrics (NPS, retention rates, upsell revenue)

🎯 Requirements

• 3-5 years of customer success, account management, or consulting experience, preferably in healthcare SaaS • 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

🏖️ Benefits

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