Enterprise Customer Experience Manager
About The Position
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."™ 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.
Requirements
- 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.
Responsibilities
- 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.
- 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).
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
