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Enterprise Customer Experience Manager

April 30, 2026

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: 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. Essential functions: Customer Success & Retention <ul> <li>Serve as the primary strategic contact for top-tier accounts, ensuring alignment with business objectives and contract commitments.</li> <li>Own the quarterly business review (QBR) process, delivering value scorecards, impact reports, and strategic recommendations.</li> <li>Drive proactive engagement with enterprise customers, ensuring a white-glove experience for the most strategic clients.</li> <li>Partner with the Business Unit Leaders to ensure operational success, including monthly check-ins and issue resolution.</li> <li>Monitor customer health metrics and lead renewal and expansion strategies.</li> </ul> Operational & Cross-Functional Collaboration <ul> <li>Partner with Business Unit Leaders to triage escalations and ensure service delivery meets expectations.</li> <li>Collaborate with Technical and Implementation teams to support adoption of new features or service enhancements.</li> <li>Work with Finance and Contracts teams to track ARR growth, renewals, and contract compliance.</li> </ul> Growth & Expansion <ul> <li>Identify upsell and cross-sell opportunities within existing accounts.</li> <li>Partner with Sales and Executive Leadership on expansion strategies to deepen relationships with enterprise customers.</li> <li>Track and report on key success metrics (NPS, retention rates, upsell revenue).</li> </ul> Required Skills/Abilities: <ul> <li>3-5 years of customer success, account management, or consulting experience, preferably in healthcare SaaS, patient engagement, or care navigation services.</li> <li>Experience managing high-value, complex enterprise accounts with multi-stakeholder relationships.</li> <li>Strong understanding of healthcare operations and value-based care models.</li> <li>Ability to manage both strategic and operational conversations, balancing customer needs with company goals.</li> <li>Excellent communication, relationship-building, and problem-solving skills.</li> <li>Data-driven mindset with experience using customer health scorecards, reporting tools, and CRM platforms.</li> </ul> Work Authorization: <ul> <li>Guideway Care does not offer Immigration or work visa sponsorship</li> </ul> Total Rewards: The target pay range for this role is $90,000 – $115,000 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 <ul> <li>Remote/hybrid flexibility (depending on location) and a generous Personal Time Off program </li> <li>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.</li> <li>401(k) retirement plan with a company match.</li> <li>Opportunities for professional development. </li> </ul> Why Join Guideway Care? <ul> <li>High-impact role: Own the success of our largest and most strategic customers.</li> <li>Growth opportunity: Be part of a company scaling rapidly in a high-demand healthcare sector.</li> <li>Collaborative culture: Work cross-functionally with top industry leaders in healthcare innovation.</li> </ul> Location: Remote or Onsite (Birmingham, Alabama) Reports To: Vice President, Customer Experience 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. <hr><div class="fabric-5qovnk-root MuiBox-root css-witlqh" data-fabric-component="Flex"><div class="fabric-5qovnk-root MuiBox-root css-1phs5iq" data-fabric-component="Flex"><div class="fabric-2lfz5e-root MuiBox-root css-jipda8" data-fabric-component="LayoutBox">Location</div><div class="fabric-15808a6-root MuiBox-root css-4cxybv" data-fabric-component="LayoutBox">Birmingham, Alabama (Remote)</div><hr class="MuiDivider-root fabric-jcid1o-root MuiDivider-fullWidth MuiBox-root css-40h3v3" data-fabric-component="Divider"></div><div class="fabric-5qovnk-root MuiBox-root css-1phs5iq" data-fabric-component="Flex"><div class="fabric-2lfz5e-root MuiBox-root css-jipda8" data-fabric-component="LayoutBox">Department</div><div class="fabric-15808a6-root MuiBox-root css-4cxybv" data-fabric-component="LayoutBox">118 - Client Services SGA</div><hr class="MuiDivider-root fabric-jcid1o-root MuiDivider-fullWidth MuiBox-root css-40h3v3" data-fabric-component="Divider"></div><div class="fabric-5qovnk-root MuiBox-root css-1phs5iq" data-fabric-component="Flex"><div class="fabric-2lfz5e-root MuiBox-root css-jipda8" data-fabric-component="LayoutBox">Employment Type</div><div class="fabric-15808a6-root MuiBox-root css-4cxybv" data-fabric-component="LayoutBox">Full-Time</div><hr class="MuiDivider-root fabric-jcid1o-root MuiDivider-fullWidth MuiBox-root css-40h3v3" data-fabric-component="Divider"></div><div class="fabric-5qovnk-root MuiBox-root css-1phs5iq" data-fabric-component="Flex"><div class="fabric-2lfz5e-root MuiBox-root css-jipda8" data-fabric-component="LayoutBox">Minimum Experience</div><div class="fabric-15808a6-root MuiBox-root css-4cxybv" data-fabric-component="LayoutBox">Experienced</div><hr class="MuiDivider-root fabric-jcid1o-root MuiDivider-fullWidth MuiBox-root css-40h3v3" data-fabric-component="Divider"></div><div class="fabric-5qovnk-root MuiBox-root css-1phs5iq" data-fabric-component="Flex"><div class="fabric-2lfz5e-root MuiBox-root css-jipda8" data-fabric-component="LayoutBox">Compensation</div><div class="fabric-15808a6-root MuiBox-root css-4cxybv" data-fabric-component="LayoutBox">BOE</div><hr class="MuiDivider-root fabric-jcid1o-root MuiDivider-fullWidth MuiBox-root css-40h3v3" data-fabric-component="Divider"></div></div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...