• 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 • 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 • 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

• Become a product expert, including the technical workings and practical business application. • Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform. • Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams. • Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services. • Keep customers informed of process and procedural changes. • Manage the resolution of escalated customer issues. • Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements. • Travel expectations – 10% • This position is open to candidates throughout the United States.

• Serve as a strategic partner for nonprofit customers through short term, outcome-focused engagements, helping them achieve fundraising and donor engagement goals through Givebutter (this is a pooled motion, not a fixed book of business). • Lead discovery, success planning, training, and strategic guidance that drive adoption, value realization, retention, and growth. • Become a subject matter expert in Givebutter and connect platform capabilities to customer goals, challenges, and opportunities. • Continuously test and iterate on new ways to incorporate AI into your workflows, using it to support and improve the work being done while maintaining strong judgment and data hygiene. • Identify customer risks and opportunities early, using AI, data and customer insights to guide proactive action. • Partner cross-functionally to improve the customer experience and advocate for customer needs. • Facilitate a mix of 1:many webinars, automated engagement, and targeted 1:1 customer interactions.

Role Description Join one of the fastest-growing Internet marketing agencies in the Triangle -- Autoshop Solutions! We are looking for a Customer Success Manager that is self-motivated, detail-oriented, results-driven, and customer-focused. This position provides a critical role in customer success and serves as the liaison between clients and various members of the marketing team. - Communicate directly with clients to build trusting relationships both digitally and over the phone. - Execute regular account reviews with your assigned accounts; maintaining a high retention rate and translating value-based results to our customers. - Review, analyze, and communicate areas of opportunity within the scope of internet marketing strategy on an individualized basis per account. - Identify and troubleshoot underperforming client accounts by tracking and measuring performance over time with tools such as Call Data, Google Analytics, Google Ads, SEO ranking trackers, and Web Form Submissions. - Document, maintain, and follow through with accurate customer notes and data within the company’s CRM tool. - Work cross-functionally with Sales, Development, Production & Marketing Services teams to drive results for our customers. Qualifications - Bachelor’s degree preferred or similar work experience required. - 2+ years of experience in a digital marketing or account management role. - Google certifications in Analytics, Search, Ads, and Display are preferred. - Proven track record in knowledge and utilization of PPC, SEO, and social media marketing best practices. - Strong organizational and project management skills. - Strong people skills, in-person and over the phone. - Passion for being customer service-oriented. - Internet savvy with excellent computer literacy and typing skills. - Excellent grammar and written skills. - Works well in a team environment. - Independent thinker and self-starter. - Able to meet deadlines and work with a schedule. Requirements - Travel Requirement: Less than 5%. Benefits - Salary: $50,000 - Eligible employees may receive: - Medical, dental, vision, and life insurance - 401(k) with company match - Paid time off and holidays Work Environment & Physical Requirements - This role may be performed in a remote, hybrid, or office-based environment depending on business needs. - Ability to remain in a stationary position (sitting or standing) for extended periods. - Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset). - Ability to view and interpret information on a computer screen for extended periods. - Ability to communicate effectively via phone, video, and written communication. - Ability to participate in virtual meetings with or without reasonable accommodation. Remote Work Expectations - Maintain a dedicated, safe, and distraction-free workspace. - Reliable high-speed internet connection sufficient for video conferencing and job-related systems. - Ability to maintain productivity in a remote environment. - Must reside in a state where the company is authorized to employ workers. - Must be able to work core hours aligned to Eastern, Central, Mountain, and Pacific timezones. Additional Information - Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. - Employment may be contingent upon a background check in accordance with applicable laws.