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.
Job SummaryThe Director of Client Experience – Client Growth and Success, leads our Inside Sales and Client Success Management (CSM) organizations, setting strategy, elevating performance, and developing leaders and teams that deliver an exceptional end-to-end client journey. This role is accountable for pipeline-driving motions (inbound/outbound, meeting generation) and post-sale experience (onboarding, education, account management, and issue resolution). The Director also serves as the primary representative for Client Experience in cross-functional core team meetings aligned to product pillars and strategic programs/projects, bringing the voice of the client to product, marketing, operations, and commercial partners.
Team Scope
- Leads managers and team members across Inside Sales and CSM; partners closely with Regional Account Executives (RAEs) and Regional Sales Directors (RSDs).
- Current-state teams include Inside Sales Representatives and Client Success Managers; responsible for headcount planning, hiring, onboarding, and career development.
- Owns shared operating cadence, workflows, and service levels that span pre-sale and post-sale client touchpoints.
- Hire, coach, and develop high-performing managers and teams across Inside Sales and CSM; establish clear expectations, KPIs, and growth plans.
- Drive enablement in partnership with Training to ensure product, policy, and program readiness; reinforce skills through ongoing coaching.
- Own monthly/quarterly targets for meeting creation, pipeline contribution, onboarding completion, response/resolution SLAs, and CSAT/NPS.
- Standardize playbooks for outreach, account management, escalation handling, and documentation; ensure accurate CRM hygiene and reporting.
- Analyze funnel and service metrics to identify trends; implement experiments and process improvements that raise conversion and satisfaction.
- Serve as the Client Experience representative in cross-functional core teams aligned to product pillars and programs/projects.
- Translate client insights into prioritized product and process requirements; influence roadmaps and launch readiness across GTM and Ops.
- Partner with Marketing, Product, Operations, Quality/Compliance, and Data teams to design and execute integrated campaigns and workflows.
- Oversee escalations; coordinate with RSDs/RAEs and functional owners to achieve timely, durable resolutions.
- Strengthen onboarding and education programs that drive adoption and ongoing utilization; maintain proactive account health reviews.
- Maintain up-to-date SOPs and training; partner with Quality to monitor audits and corrective actions.
- Establish metric definitions and dashboards for forecast, productivity, and experience outcomes; socialize insights with leadership.
- Leverage CRM and analytics to forecast capacity, staffing, and growth; implement workforce management practices.
Yes
Education, Qualifications & Experience- Bachelor’s degree required; advanced degree in Business, Life Sciences, or equivalent experience. Master’s preferred
- 8+ years in client-facing leadership roles (e.g., Inside Sales, Sales Development, Account/Client Management), including 4+ years as a people manager.
- Experience operating in diagnostics/genetics/genomics or healthcare services strongly preferred.
- Proven success scaling teams, implementing operating cadences, and delivering against growth and experience KPIs.
- Expertise with Salesforce (or similar), sales/CS enablement tools, and analytics; strong presentation and executive communication skills.
- High level of emotional intelligence, customer empathy, and active listening; able to influence cross-functionally without authority.
- Experience with organizational design and scaling teams.
#LI-REMOTE
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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.
From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:
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.
Learn more About Us here.
Our Culture
At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:
- Be bold in our vision & brave in our execution.
- Communicate directly, with empathy.
- Do what we say we're going to do.
- Be adaptable to change.
- Operate with a bias for action.
Benefits include:
- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Discounts
- Voluntary benefits
GeneDx is an Equal Opportunity Employer.
All privacy policy information can be found here.
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