Enterprise Customer Experience Manager

Job Description

Become the key strategic contact for our premier accounts, making sure our work is in line with their goals and what we've promised. Own the quarterly business review (QBR) process, delivering value scorecards, impact reports, and strategic recommendations. Proactively engage with enterprise clients to deliver a top-notch experience. Team up with Business Unit Leaders for operational success, including regular check-ins and solving problems. Keep an eye on customer health metrics and create plans for renewals and growth. Work with Business Unit Leaders to handle escalations and make sure service meets expectations. Partner with Technical and Implementation teams to help customers adopt new features. Work with Finance and Contracts teams to track ARR growth, renewals, and contract compliance. Find chances to upsell and cross-sell within existing accounts. Track and report on success metrics like NPS, retention rates, and upsell revenue.

Qualifications

1. 3-5 years of customer success, account management, or consulting experience, ideally in healthcare SaaS. 2. Experience handling high-value, complex enterprise accounts with many stakeholders. 3. Solid grasp of healthcare operations and value-based care models. 4. Ability to navigate strategic and operational discussions, balancing customer and company needs. 5. Excellent communication, relationship-building, and problem-solving skills. 6. Data-focused mindset with experience using customer health scorecards, reporting tools, and CRM platforms. 7. Must have valid work authorization; Guideway Care does not offer visa sponsorship.

Benefits

- Remote/hybrid work options available (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