Client Success Manager

Client Success Manager

Remote

GeneDx delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world's largest, rare disease data sets. Must be located in Pacific Time zone

Summary

The Client Success Manager is responsible for working with our largest and highest potential accounts, as well as teammates in Sales and Client Services to ensure the best possible client experience.

Job Responsibilities

Work with clients in conjunction with our Sales and Client Services teams to:

Deepen existing client relationships:

• Build lasting relationships across key accounts
• Identify areas of potential growth with existing customers by working with clients to find upsell and cross-sell opportunities
• Work across Client Services, Sales and Medical Affairs groups to provide clients access to people who can answer their questions and issues as they arise

Ensure seamless customer experiences:

• Help new accounts get set up for success from their first order
• Educate and train new accounts on how to work well with GeneDx and help develop workflows, practices, etc. in conjunction with the customer to make our testing work for them
• Work proactively to identify potential issues or areas of dissatisfaction within an account and address them head-on before they become a problem
• Handle individual cases relating to orders in conjunction with Client Services, Billing, and other cross functional teams
• Partner with colleagues in Sales and Client Services to ensure clients have their needs met in a seamless fashion that's efficient while maximizing their satisfaction

Help grow high potential accounts:

• Collaborate with Sales to identify opportunities for growth within high potential accounts
• Work with Sales to identify issues that may prevent accounts from working with GeneDx more and work with internal stakeholders to resolve those issues
• Develop strategies for how you and Sales can work together to drive growth within your accounts
• Build relationships with customer stakeholders to ensure broad, lasting satisfaction and buy-in

People Manager

• No

Education, Experience, and Skills

• Bachelor's degree preferred
• Experience in healthcare a plus
• 5+ years of work experience on the front lines in relevant customer-facing functions, including customer/client success, account management, customer support and/or sales (including field, inside and national accounts)
• A track record across your work history of solving complex, cross-functional customer facing problems
• Excellent relationship development and management skills
• Active listener who can help clients feel heard while also getting to the root cause of the issues a customer is facing
• Dynamic problem-solving mindset oriented towards finding creative solutions to customer issues
• A truly great teammate who works well with others cross functionally to find common ground and constructively solve issues as they arise
• Ability to think big picture while also focusing on the details of a situation that are causing problems for a client
• Knowledge of Salesforce and other relevant tools highly desirable

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

• Work is primarily performed in remote office setting
• Standard work hours are Monday through Friday, 9 AM to 5 PM, with occasional overtime required during peak periods
• May require flexibility to work multiple time zones

Pay Transparency, Budgeted Range

$90,000 - $120,000 USD

Science - Minded, Patient - Focused.

At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.

Experts in what matters most.

With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry's genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.

Sequencing has the power to solve diagnostic challenges.

Technical Expertise

• High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
• Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.

Clinical Expertise

• Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
• Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
• Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.

A culture that plays to win, because patients are counting on us

At GeneDx, we're driven by urgency and purpose: helping patients get diagnosed earlier. Our mission, to empower everyone to live their healthiest life through genomics, drives our team to make a tangible impact each day – and shapes our culture where high standards, strong teamwork, and meaningful ownership are the norm. We act with intention, support one another, and deliver work we're proud to put our names on.

Here's what you can expect day to day:

1. Play like a champion (step up, redefine what's possible, own it)

We bring energy, focus, and a bias for action. We step up, take initiative, and deliver on our commitments – with quality, speed, and care.

2. Think bigger (stretch beyond, courage not consensus)

We push past the obvious. We challenge assumptions, raise the bar, and make thoughtful, decisive calls — choosing progress over perfection.

3. Grow fast (be curious, speak up, be agile)

We stay curious, ask questions, and share direct feedback with respect. We adapt quickly and keep learning through collaboration and continuous improvement.

If you're motivated by meaningful work, a fast-moving environment, and teammates who care deeply about outcomes, you'll thrive at GeneDx.

Benefits include:

• Paid Time Off (PTO)
• Health, Dental, Vision and Life insurance
• 401k Retirement Savings Plan
• Employee Stock Purchase Plan
• Employee Discounts
• Voluntary benefits
• Programs for parents and parents-to-be
• We provide expert support for family planning, pregnancy, and postpartum care, including up to 22 weeks of fully paid parental leave (U.S.) and up to $25K annually for fertility, adoption, or surrogacy.

GeneDx is an Equal Opportunity Employer. All privacy policy information can be found here.