GeneDx (Nasdaq: WGS) 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. For more information, please visit www.genedx.com.
Must be located in Central or Eastern 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
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
#LI-REMOTE
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.
We push past the obvious. We challenge assumptions, raise the bar, and make thoughtful, decisive calls — choosing progress over perfection.
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.
We welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.
GeneDx is a place where people from all backgrounds can make an impact.
All privacy policy information can be found here.
Skills Required
- Must be located in Central or Eastern Time zone
- 5+ years of work experience in customer-facing functions (customer success, account management, customer support, or sales)
- Track record of solving complex, cross-functional customer-facing problems
- Excellent relationship development and management skills
- Active listening and ability to identify root causes of client issues
- Dynamic problem-solving mindset oriented toward creative solutions
- Ability to collaborate effectively with cross-functional teams (Sales, Client Services, Medical Affairs)
- Ability to onboard and train clients, develop workflows and best practices
- Knowledge of Salesforce and other relevant tools
- Bachelor's degree
- Experience in healthcare
What We Do
GeneDx is focused on delivering personalized, actionable insights that improve health outcomes. We sit at the intersection of diagnostics and data science, pairing decades of genomic expertise with an unmatched ability to interpret clinical data at scale. Our exome and genome testing is among the best in the industry. We expect that it will be even more advanced in the future with the help of Centrellis®, our innovative health information platform. Powered by millions of medical records, Centrellis® integrates digital tools with artificial intelligence to ingest and synthesize clinical and genomic data. As a result of our robust test menu, including our exome and genome testing, and the comprehensive insights generated by Centrellis®, we are developing a more complete understanding of complex disease than ever before. This translates to faster diagnosis, more effective treatment plans, and enhanced drug discovery. Our offerings help a whole spectrum of healthcare partners -- clinicians, researchers, health systems, pharmaceutical companies, and payors -- improve patient experiences and advance population health
