Director of Client Experience, Lab Network

Health Gorilla

. Manage the lab network portfolio proactively, anticipating client needs, risks, and opportunities .

Posted 10/16/2026full-timeRemote • United StatesLead💰 $125,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in account management and client success within health technology, focusing on proactive portfolio management, renewal ownership, and process improvement. Proficient in lab data exchange standards and interoperability frameworks, with a strong ability to communicate complex situations effectively.

Highest-signal resume keywords

Account ManagementRenewal OwnershipLab Data Exchange FluencyInteroperability Framework KnowledgeProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account Strategy AnalysisCross-Sell and Upsell ExperienceRisk and Opportunity IdentificationContract ManagementData Reconciliation ProcessesAI Tooling AutomationHL7 v2LOINCCCDAFHIR

Soft Skills

Clear CommunicationRelationship BuildingProactive Problem SolvingCollaboration Across TeamsClient Engagement

Tools & Technologies

SalesforceAI ToolingInterface Monitor

Industry Keywords

Health TechnologyClinical Data NetworkLab Network OperationsLIS VendorReference Lab

About the role

Key responsibilities & impact

Manage the lab network portfolio proactively, anticipating client needs, risks, and opportunities
Maintain account status, health, contract position, and next steps
Contact clients ahead of changes, issues, and renewal milestones
Analyze usage, renewal, and account data to shape account strategy
Own the lab network portfolio as primary contact and escalation point after implementation
Build relationships with executive sponsors, operations leaders, commercial leadership, and technical teams
Lead regular business reviews covering usage, adoption, open issues, and account goals
Own renewals from early planning through signed agreement
Track renewal timing, contract terms, and notice periods
Work with Legal and Finance on renewal terms, pricing, and contract structure
Identify cross-sell, upsell, and network expansion opportunities
Build account plans and set network expansion strategy
Drive adoption across client practices and support lab and partner onboarding
Monitor usage and account health and address drop-off
Partner with Lab Network Operations on interface health, escalation paths, and connectivity standards
Maintain reconciled lab network data across Salesforce, the interface monitor, and public-facing lists
Improve internal handoffs, tracking, reporting, onboarding, communication, issue resolution, and documentation
Convert recurring issues into lasting fixes and document repeatable processes
Automate reconciliation, renewal tracking, account health reporting, and client communications
Use AI tooling and share effective workflows and reusable assets
Bring client and partner feedback to Product and leadership
Report on renewal rates, expansion, account health, and network performance

Requirements

What you’ll need

5+ years in account management, client success, partner management, or network operations at a health technology company, lab, LIS vendor, or clinical data network
Experience owning renewals and expansion, including cross-sell and upsell
Proactive portfolio management and risk/opportunity identification
Ability to assess account health and partner growth or exit potential
Experience improving internal and client-facing processes
Experience building coverage models, reconciliation processes, onboarding workflows, or operating cadences from scratch
Experience using AI tooling and automating real work, with review of AI outputs
Fluency in lab data exchange: HL7 v2, ORU/ORM, and LOINC
Knowledge of interoperability frameworks: CCDA, FHIR, TEFCA/QHIN, and Carequality
Ability to diagnose issues across defects, configuration issues, contract gaps, and data problems
Ability to work with operational, technical, and executive contacts
Ability to align priorities across Sales, Implementation, Engineering, Legal, and Finance
Clear communication of complex situations
Nice to have: experience at a reference lab, LIS vendor, or clinical data network
Nice to have: channel partner or reseller relationship management experience
Nice to have: prior ownership of a partner or vendor network at scale

Benefits

Comp & perks

New hire stock option grant
401(k) plan with discretionary matching (historically matched at 3%)
Unlimited PTO plus 12 Holidays
Medical, dental, and vision insurance for you and your family
Short-, long-term disability, and life insurance
Optional: Pet Insurance, Legal Services, and Credit Monitoring
Mental health and wellness support
Paid parental leave (up to 12 weeks)
Monthly stipend for phone and internet
$400 stipend for additional equipment