Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with the largest and most promising accounts alongside Sales and Client Services teams.

• Establish enduring relationships with key accounts.

• Recognize upsell and cross-sell opportunities with current customers.

• Coordinate with Client Services, Sales, and Medical Affairs to connect clients with the right support.

• Assist new accounts in achieving success from their initial order.

• Educate and train new accounts on collaborating with GeneDx and develop customer workflows and practices.

• Proactively identify and resolve potential account issues or dissatisfaction.

• Manage order-related cases in coordination with Client Services, Billing, and other cross-functional teams.

• Work together with Sales to identify and pursue growth opportunities in high-potential accounts.

• Address issues that hinder accounts from expanding their engagement with GeneDx.

• Formulate joint account-growth strategies in collaboration with Sales.

• Foster relationships with customer stakeholders to ensure lasting satisfaction and commitment.

⛳️ Requirements

• Must reside in the Central or Eastern Time zone.

• Over 5 years of experience in relevant customer-facing roles such as customer/client success, account management, customer support, and/or sales.

• Proven history of addressing complex, cross-functional customer-facing challenges.

• Exceptional skills in relationship development and management.

• Strong active listening skills with the capability to identify root causes of customer issues.

• Innovative problem-solving approach to customer challenges.

• Ability to collaborate cross-functionally to address issues constructively.

• Capacity to think strategically while paying attention to client-impacting details.

• Familiarity with Salesforce and other relevant tools is highly desirable.

• Experience in the healthcare sector is a plus.

• Bachelor’s degree is preferred.

🏝️ Benefits

• Competitive compensation.

• Benefits that align with local market practices and legal requirements in each country where GeneDx operates.

• Remote work arrangement.

• Standard Monday–Friday, 9 AM–5 PM work hours.

• Occasional overtime during peak periods.