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Enterprise Customer Experience Manager

Guidewaycare · Remote · Active · $90,000–$115,000 / year · BambooHR

Job facts

FieldValue
CompanyGuidewaycare
TitleEnterprise Customer Experience Manager
Normalized title-
Department / team118 - Client Services SGA
LocationBirmingham, AL, United States
Work modelRemote / Remote
Employment typeFull Time
Salary$90,000–$115,000 / year
Statusactive
ATS providerBambooHR
Posted / first seen2026-04-21 / 2026-05-30
Changed / last seen2026-05-30 / 2026-06-06

Related slices

PageWhat it containsOpen
Company jobsActive postings from Guidewaycare.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through BambooHR.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Birmingham.Open
Department jobsActive postings in 118 - Client Services SGA.Open
Work model jobsActive Remote postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyGuidewaycare
Sourcebb69a669-059a-401b-bab3-5be4b4f49a5e
ATS providerBambooHR

Description

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 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. Operational & Cross-Functional Collaboration 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. Growth & Expansion 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). Required Skills/Abilities: 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. Work Authorization: Guideway Care   does not offer Immigration or work visa sponsorship Tot al 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 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. Why Join Guideway Care? High-impact role: Own the success of our largest and most strategic customers. Growth opportunity: Be part of a company scaling rapidly in a high-demand healthcare sector. Collaborative culture: Work cross-functionally with top industry leaders in healthcare innovation. 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. Guideway Care is the parent company of Sequence Health.

Full job record

Job IDf37e6d3e953a75289fe420112a047ae6b22ff042
Org ID354cc69b-8c85-4138-8ba7-c74b78dbcdee
Source IDbb69a669-059a-401b-bab3-5be4b4f49a5e
Board IDbb69a669-059a-401b-bab3-5be4b4f49a5e
Providerbamboohr
Provider Job Key95
TitleEnterprise Customer Experience Manager
Normalized Title—
Statusactive
Activeyes
Location Text—
Department118 - Client Services SGA
Team—
Employment Typefull_time
Workplace Typeremote
Remote Policyremote
CountryUnited States
RegionAL
CityBirmingham
Salary Rawpay range for this role is $90,000 – $115,000 annually, plus variable performance-based compensation
Salary Min90,000
Salary Max115,000
Salary CurrencyUSD
Salary Periodyear
Source URLhttps://guidewaycare.bamboohr.com/careers/95
Apply URLhttps://guidewaycare.bamboohr.com/careers/95
First Seen At2026-05-30 06:03:55Z
Last Seen At2026-06-06 10:23:09Z
Last Checked At2026-06-06 10:23:09Z
Last Changed At2026-05-30 06:03:55Z
Inactive At—
Source Posted At2026-04-21 00:00:00Z
Source Updated At—
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=bamboohr/board=guidewaycare/date=2026-06-06/2026-06-06T10-23-09-139Z-b3a1df5bcc0c7265736f92ee130082cc5dac4a14cf311808ec902ac3ec11e6a8.json
Event Fields
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  "last_changed_at": "2026-05-30T06:03:55.360Z",
  "active_status": "active"
}
Parsed Structured
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  "launch_scope": {
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    "countries": [
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  "remote_policy": "remote",
  "salary_period": "year",
  "workplace_type": "remote",
  "salary_currency": "USD"
}
Extensions
{}
Native Structured
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    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">About Guideway Care*</span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Guideway Care is <span style=\"font-weight: bold\">The Patient Activation Company™</span>. We don't just \"engage\" patients; we <span style=\"font-weight: bold\">activate</span> 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.\"™</span></p>\n<p><br><br></p>\n<p><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Job Summary: </span></p>\n<p><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">We are seeking an <span style=\"font-weight: bold\">Enterprise Customer Experience Manager </span> 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.</span></p>\n<p><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">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.</span></p>\n<p> </p>\n<p><span style=\"color: rgb(56, 49, 47); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold; text-decoration: underline\">Essential functions:</span></p>\n<p><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Customer Success &amp; Retention</span></p>\n<ul>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Serve as the primary strategic contact for top-tier accounts, ensuring alignment with business objectives and contract commitments.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Own the quarterly business review (QBR) process, delivering value scorecards, impact reports, and strategic recommendations.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Drive proactive engagement with enterprise customers, ensuring a white-glove experience for the most strategic clients.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Partner with the Business Unit Leaders to ensure operational success, including monthly check-ins and issue resolution.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Monitor customer health metrics and lead renewal and expansion strategies.</span></li>\n</ul>\n<p><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Operational &amp; Cross-Functional Collaboration</span></p>\n<ul>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Partner with Business Unit Leaders to triage escalations and ensure service delivery meets expectations.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Collaborate with Technical and Implementation teams to support adoption of new features or service enhancements.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Work with Finance and Contracts teams to track ARR growth, renewals, and contract compliance.</span></li>\n</ul>\n<p><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Growth &amp; Expansion</span></p>\n<ul>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Identify upsell and cross-sell opportunities within existing accounts.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Partner with Sales and Executive Leadership on expansion strategies to deepen relationships with enterprise customers.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Track and report on key success metrics (NPS, retention rates, upsell revenue).</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(56, 49, 47); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold; text-decoration: underline\">Required Skills/Abilities:</span></p>\n<ul>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">3-5 years of customer success, account management, or consulting experience, preferably in healthcare SaaS, patient engagement, or care navigation services.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Experience managing high-value, complex enterprise accounts with multi-stakeholder relationships.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Strong understanding of healthcare operations and value-based care models.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Ability to manage both strategic and operational conversations, balancing customer needs with company goals.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Excellent communication, relationship-building, and problem-solving skills.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\">Data-driven mindset with experience using customer health scorecards, reporting tools, and CRM platforms.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 12pt; text-decoration: underline\"><span style=\"font-family: Arial, sans-serif; font-weight: bold; text-decoration: underline\">Work Authorization:</span></span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Guideway Care<span> </span><span style=\"color: rgb(29, 28, 29)\">does not offer Immigration or work visa sponsorship</span></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"><br></span><br></p>\n<p><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold; text-decoration: none\"><span style=\"font-weight: bold; text-decoration: underline\">Tot</span><span style=\"font-weight: bold; text-decoration: underline\">al Rewards:</span><br></span></p>\n<p><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 12pt; text-decoration: none\">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. </span></p>\n<p><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold; text-decoration: none\"><br></span><br></p>\n<p><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold; text-decoration: none\"><span style=\"font-weight: bold\"><span style=\"font-weight: bold\">In addition, team members enjoy </span></span></span></p>\n<ul>\n<li><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\">Remote/hybrid flexibility (depending on location) and a generous Personal Time Off program </span></li>\n<li><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\">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.</span></li>\n<li><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\">401(k) retirement plan with a company match.</span></li>\n<li><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\">Opportunities for professional development.</span><br></li>\n</ul>\n<p> </p>\n<p><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Why Join Guideway Care?</span></p>\n<ul>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">High-impact role:</span><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"> Own the success of our largest and most strategic customers.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Growth opportunity:</span><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"> Be part of a company scaling rapidly in a high-demand healthcare sector.</span></li>\n<li><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Collaborative culture:</span><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"> Work cross-functionally with top industry leaders in healthcare innovation.</span></li>\n</ul>\n<p> </p>\n<p><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\"><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Location:</span><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"> Remote or Onsite (Birmingham, Alabama)</span></span></p>\n<p><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\"><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"><br></span><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Reports To:</span><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"> Vice President, Customer Experience</span></span></p>\n<p><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\"><br></span><br></p>\n<p><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\"><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"><span style=\"color: rgb(26, 19, 45); font-size: 12pt; font-style: italic\">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.</span></span></span></p>\n<p> </p>\n<p><em><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\"><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\">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.</span></span></span></em></p>\n<p><em><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\"><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"><br></span></span></em><br></p>\n<p><em><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\"><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 11pt; text-decoration: none\"><span style=\"color: #1a132d; font-family: Arial,sans-serif; font-size: 12pt; text-decoration: none\">Guideway Care is the parent company of Sequence Health.</span></span></span></em></p>",
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