Enterprise Customer Success Manager

Guideway Care is a mission-driven organization committed to improving patient care and providing superior patient activation solutions to healthcare organizations. We pride ourselves on building an inclusive culture and hiring team members who are motivated by purpose, impact, growth, and innovation. 

Want to be part of a team making a difference in patient care while also growing your career? If YES! Keep reading!

About Guideway Care

Guideway Care partners with healthcare organizations to reduce hospital readmissions, improve patient outcomes, and enhance the patient experience through innovative patient navigation services. We deliver scalable, high-touch support models that improve care access and efficiency across large health systems, payers, and provider groups.

Job Summary: 

We are seeking an Enterprise Customer Success Manager (CSM) 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 CSM will work cross-functionally with Business Unit Leaders, Operations, and Technical teams to optimize service delivery and customer outcomes.

Key Responsibilities:

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).

Qualifications & Experience

• 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: Immigration or work visa sponsorship will not be provided

Total Rewards:

• 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

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.