Enterprise Customer Experience Manager

Guideway Care

Enterprise Customer Experience Manager drives strategic growth and satisfaction for Guideway Care’s highest-value customers through collaboration and operational excellence.

Posted 4/17/2026full-timeRemote • Alabama • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $115,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementconsultingdata-driven mindsetcustomer health scorecardsreporting toolsCRM platformsvalue-based care modelscontract complianceupsell and cross-sell strategies

Soft Skills

communicationrelationship-buildingproblem-solvingstrategic thinkingoperational successcollaborationproactive engagementissue resolutionbalancing customer needsstakeholder management