Director of Customer Success

Fabric Genomics, a GeneDx company, offers the leading AI-based platform for NGS analysis, interpretation, and clinical reporting for rare disease, hereditary risk, and cancer testing with best-in-class accuracy and scalability.

Dozens of the worlds leading hospitals, clinical labs, and academic centers such as Cincinnati Children's, InterMountain, Rady Children's Institute, and others count on Fabric AI technology and Fabric's clinical services for their complete NGS software and services needs.

Summary

The Director of Customer Success is a key member of Fabric's Customer Success team reporting to the VP of Customer Success. On the Customer Success team, you will play a key leadership role in delivering technical expertise, customer satisfaction, and strategic oversight across a team of Field Application Scientists (FAS). You will be responsible for educating, training, onboarding and delivering outstanding service to Fabric's customers. This includes supporting our Sales team as an expert technical resource for software demonstrations, conferences and customer pilots, and supporting team members in project managing the software implementation process by serving as a technical and scientific expert to onboard, scope project requirements and train our customers on Fabric's genomic analysis and reporting software. Along with these duties, you will interface directly with leaders at top-tier health systems and clinical laboratories and be an essential contributor to managing the customers' entire lifecycle. You will have the opportunity to interact collaboratively with teams such as Bioinformatics, Software Engineering, Product Development and Marketing. This is a high-impact, customer-centric role, perfect for someone who is passionate about applying their scientific expertise to solve real-world problems — while mentoring, guiding, and developing their team. This is a great leadership opportunity for anyone who is currently in a FAS role and is looking to take the next step into a leadership position or is currently operating in a leadership role. This role suits a candidate who thrives in a dynamic and rapidly evolving space and is interested in helping to make clinical genomics and personalized medicine the standard of care in modern medicine.

Job Responsibilities

• Lead, coach, and manage a team of Field Application Scientists
• Oversee customer software implementations and support FAS team members with technical scoping, workflow definition, onboarding and user training, managing project plans and timelines and maintaining tight project communication with all relevant internal and external stakeholders.
• Provide expertise and oversight to resolve complex customer issues and escalate when necessary.
• Provide technical expertise through technical product presentations, demonstrations, and pilots.
• Learn and master our software through internal training curriculum, extensive hands-on use and support from internal subject matter experts and assist with building pre- and post-sale support infrastructure, processes and documentation.
• Develop and maintain positive relationships with customers and work with the Sales team to identify new opportunities benefiting existing customers.
• Oversee the customer support process and support FAS team members in answering questions, logging issues, providing internal teams with specific examples of issues, and properly documenting issues through resolution.
• Identify and understand areas for product improvement and support case trends and be in frequent communication with Software Engineering and Product Development teams to influence the product roadmap.
• Identify bottlenecks and inefficiencies in delivery processes and implement solutions to drive excellence.
• Develop training plans in collaboration with the VP of Customer Success to grow FAS team skills in technical expertise, communication, and customer engagement.
  
  

Education, Experience, and Skills

Minimum of 3+ years of people management or leadership experience. Extensive experience (5+ years) in customer success, account management, or client-facing roles in a SaaS, healthcare, or enterprise tech environment.

• Master's degree in bioinformatics, Genetics or Molecular Biology required
• Advanced degree preferred
• Prior product or project management experience preferred
• Proven ability to set goals, provide constructive feedback, and empower team members to grow and perform at their best.
• Experience in direct NGS and/or other molecular diagnostics experience and knowledge
• General data and software concepts, e.g. basic Python, MySQL, command line and other data analysis or dashboarding tools.
• Independently drives execution of project goals and translates priorities into actions and supports all steps of the customer lifecycle.
• Takes initiative, shows desire to learn and master essential skills, and seeks out opportunities and people that can help them grow.
• Strong multi-tasking abilities, easily handles multiple priorities, leverages available resources and stays focused under pressure.
• Communicates (both written and verbal) in a professional, focused and compelling way that captures and holds others' attention.
• Pursues learning activities, takes risks to close skills gaps, and applies learnings to new work challenges.
• Establishes well organized plans of action to complete work objectives effectively.
• Requires travel up to 10% for industry conferences.
• Experience in a CLIA lab or another regulated clinical environment preferred
• Prior experience in a start-up or technology environment preferred
  
  

Physical Demands

Ability to stand, walk, and sit for extended periods.

Work Environment

• Work is primarily performed remotely within the Eastern Time Zone, with travel once a quarter to the Oakland, CA office.
• Willingness to travel to customer sites and industry meetings (up to 30%) when required.
• Standard work hours are Monday through Friday, 9 AM to 5 PM EST, with occasional overtime required during peak periods.
  
  

Acknowledgements

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor

Pay Transparency, Budgeted Range

$110,000—$130,000 USD