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