Director of Client Experience, Lab NetworkThe Opportunity
The lab network is one of the biggest and fastest-growing parts of Health Gorilla's business, and this role puts you at the center of it. As Director of Client Experience, Lab Network, reporting to the VP of Operations, you will own our portfolio of lab network clients and partners. You will be their main point of contact after implementation, their advocate inside Health Gorilla, and the person responsible for keeping each relationship healthy and growing.
You will own the renewal process for every account. You will get to know each client well enough to spot where there's room for more, whether that's additional practices, more labs, higher volume, or other Health Gorilla products. You will also keep the network accurate and running well behind the scenes, and you will look for ways to improve how we work, both internally and with our clients.
The portfolio is large as is the opportunity to make an immediate impact. This role is a great fit for someone who likes rolling up their sleeves, finding what needs fixing, and making it better without waiting to be asked.
What You'll Do:
Proactive Portfolio Management
- Manage the lab network portfolio proactively, anticipating client needs, risks, and opportunities rather than waiting for them to surface.
- Maintain a view of every account's status, health, contract position, and next steps.
- Reach out to clients ahead of known changes, issues, and renewal milestones.
- Prioritize time and attention across the portfolio based on account value, risk, and growth potential.
- Analyze usage, renewal, and account data across the portfolio to find patterns in how clients adopt, grow, and churn, and use what you learn to shape account strategy and decide where to focus.
Account Ownership & Relationship Management
- Own the full lab network portfolio, including lab partners, channel partners, and lab network clients, serving as their primary point of contact and escalation point after implementation.
- Build strong relationships across each account, including executive sponsors, operations leaders, commercial leadership, and the technical teams who maintain our interfaces.
- Lead regular business reviews covering usage, adoption, open issues, and account goals.
- Be the face of Health Gorilla to your accounts, staying calm and effective when escalation lands.
Renewals
- Own the renewal process for every account in your portfolio, from early planning through signed agreement.
- Track renewal timing, contract terms, and notice periods, and start renewal conversations well ahead of term end.
- Assess account health, identify renewal risk early, and build a plan to address it.
- Work with Legal and Finance on renewal terms, pricing, and contract structure.
Cross-Sell, Upsell & Network Growth
- Identify expansion opportunities within each account, including additional practices, additional labs, higher volume tiers, and other Health Gorilla products.
- Build account plans that show where each relationship can grow and what it will take.
- Set network expansion strategy: which labs to add, in what order, and the business case for each.
Adoption & Onboarding
- Drive adoption across each client's practices so they get full value from the network.
- Work with the Implementation team on lab and partner onboarding as needed.
- Monitor usage and account health, and act on early signs of drop-off.
Network Health & Source of Truth
- Partner with Lab Network Operations on interface health, escalation paths, and connectivity standards.
- Oversee the source of truth for lab network data across Salesforce, the interface monitor, and public-facing lists, including the standards and cadence that keep them reconciled.
Process Improvement
- Identify ways to improve our internal processes, including handoffs between Sales, Implementation, Operations, and Finance, and the way lab network work is tracked and reported.
- Identify ways to improve the external client experience, including onboarding, communication, issue resolution, and documentation.
- Turn recurring issues into lasting fixes rather than one-off resolutions.
- Document processes so they are repeatable and clear to everyone involved.
Automation & AI Enablement
- Find manual, repetitive work in this function and automate it, including reconciliation, renewal tracking, account health reporting, and client communications.
- Use AI tooling as a standard part of how you work, and build workflows and reusable assets that let a small team cover a large network.
- Share what works with the rest of the organization.
Client Feedback & Outcomes Tracking
- Bring client and partner feedback back to Product and leadership to inform the roadmap and company strategy.
- Report on renewal rates, expansion, account health, and network performance across the portfolio.
Who You Are:
- You bring account management experience in healthcare. 5+ years in account management, client success, partner management, or network operations at a health technology company, lab, LIS vendor, or clinical data network.
- You have owned renewals and expansion. You have carried a renewal book and grown accounts through cross-sell and upsell.
- You are proactive. You manage a portfolio ahead of events, not in reaction to them, and you raise risks and opportunities before anyone asks.
- You know how to read an account. You can tell when a client is healthy, when one is at risk, and whether a partner is worth growing or exiting.
- You improve how things work. You notice where processes break down, internally or for clients, and you fix them.
- You have built from scratch, not just operated. You've stood up a coverage model, a reconciliation process, an onboarding workflow, or an operating cadence where none existed.
- You use AI by default. You reach for AI tooling without being asked, you have automated real work with it, and you review what it produces before it goes out.
- You know how lab data moves. You are fluent in lab data exchange (HL7 v2, ORU/ORM, LOINC) and interoperability frameworks (CCDA, FHIR, TEFCA/QHIN, Carequality), and can speak credibly with clients and with our product and engineering teams.
- You solve problems rather than relaying them. You break an issue into its parts before pulling in other teams: what's being asked, what's actually happening, and whether it's a defect, a configuration issue, a contract gap, or a data problem.
- You build trust at all levels. You're comfortable with operational, technical, and executive contacts, and you can align priorities across Sales, Implementation, Engineering, Legal, and Finance, including telling a partner no when that's the right answer.
- You are a clear communicator. You turn a complex situation into something a client or colleague can act on.
Nice to Have:
- Experience at a reference lab, LIS vendor, or clinical data network.
- Experience managing channel partner or reseller relationships.
- Prior ownership of a partner or vendor network at scale.
What You Will Love About Us!
- Health Gorilla takes a market-based approach to pay, and the base salary range for this role is $125,000 to $160,000 based on experience. Please note that ranges may be modified at any time, and there is no guarantee offers will be at the top of a posted range.
- 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
