Enterprise Customer Experience Manager

About Guideway Care*

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."™

Job Summary: 

The Enterprise Customer Experience Manager is accountable for the long-term health, retention and growth of a portfolio of Guideway Care's customer relationships. The manager sets account strategy, builds trusted executive relationships, and makes sure each customer's goals shape how Guideway designs, delivers and evolves its services.

Working closely with solution, clinical, operations and sales leaders, the Enterprise Customer Experience Manager brings a single, coordinated view of the customer to every conversation. The role is central to how Guideway protects and grows its customer base.

What you will Own:

Account Strategy & Executive Relationships

•  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 an account plan for each customer that covers goals, stakeholders, risks, renewal path and growth opportunities.
•  Develop trusted relationships with customer executives and represent the customer's perspective in internal leadership discussions.
• Lead business reviews that connect service performance and measurable value to each customer's strategic priorities.
• Visit customers onsite as needed to strengthen relationships and understand their operations firsthand.

Retention & Renewals

• Own retention across the portfolio, with success measured by gross revenue retention.
• Lead renewal strategy for each account, planning well ahead of key contract dates and partnering across Guideway to address risk early.
• Keep a current view of contract terms and renewal timelines for every assigned account.

Customer Health & Voice of the Customer

• Own the health assessment for each assigned account and act early on signs of risk.
• Follow up personally on customer feedback, including survey responses, and turn it into specific actions with the responsible teams.
• Share themes from the portfolio with leadership so that customer needs inform service design and priorities.

Growth & Expansion

• Identify growth opportunities through a deep understanding of each customer's strategy, outcomes and unmet needs.
• Work with Sales to pursue expansion within the portfolio, including new services for existing sites and existing services at new customer sites.
• Partner with solution and sales leaders to shape and advance opportunities, using executive relationships and evidence of value to support growth.
• Include expansion in every account plan and business review, and review the portfolio opportunity pipeline with senior leadership on a regular cadence.

Portfolio Management & Reporting

• Keep account health, renewal dates and relationship records for assigned accounts accurate and current.
• Provide timely portfolio inputs for regular customer health reviews and leadership reporting.
• Deliver business reviews and account plans that meet Guideway's lifecycle standards, and contribute ideas to improve those standards.

Cross-Functional Leadership

• Work closely with partner teams to resolve customer issues, and lead customer communication when an issue affects the relationship.
• Bring in executive support when needed, and escalate unresolved risks with a clear recommendation.

How Success Is Measured:

• Gross revenue retention for the portfolio against target
• Expansion revenue against the shared target with Sales
• Customer sentiment, including timely follow-up on survey feedback
• On-time renewal readiness for every assigned account
• Accurate, timely account health and portfolio reporting

Required Skills/Abilities:

• 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.

Preferred Skills/Abilities:

• 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.

Work Authorization:

• Guideway Care does not offer Immigration or work visa sponsorship

Location: Remote

Travel: Some travel to customer sites is required.

Total Rewards:

The target pay range for this role is $105,000 – $130,000 annually, plus variable performance-based compensation. An individual’s pay within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations. 

In addition, team members enjoy 

• 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.
  

Guideway Care requires all candidates to successfully complete a background check, drug screening, and identity verification process, including third-party checks and real-time confirmation, prior to employment to ensure a secure and consistent candidate experience.

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

Guideway Care is the parent company of Sequence Health.