The RoleAs a Partner Success Director at Abridge, you own the relationship with your health system partners - full stop. You are the face of Abridge: the person executives call, the person clinicians trust, and the person who knows each partner's people, priorities, and growth potential better than anyone. This is a high-touch, high-ownership role. You'll go deep with a focused book and deliver a level of service, urgency, and strategic partnership that sets Abridge apart.
What You'll Do- Partner Development:
- Build and maintain strong executive, operational, and technical relationships across your health system partners - going wide enough to ensure no critical relationship is a single point of failure, and deep enough that partners see Abridge as indispensable.
- Be the first call your partners make - serving as the primary point of contact and providing clear, timely, and reliable communication that earns confidence at every touchpoint and keeps all stakeholders informed and aligned.
- Act as a trusted advisor to health system leaders, offering strategic guidance and best practices that connect Abridge's capabilities to the partner's clinical and operational priorities.
- Know your partner data inside and out - usage trends, adoption patterns, growth potential - and use it to spot early signals, get ahead of risk, and build a compelling, data-backed story for every stakeholder conversation.
- Conduct regular executive business reviews with key stakeholders, assessing product performance, sharing value attainment, and aligning around continued opportunity to expand impact.
- Collaborate with the sales team to identify and advance expansion opportunities, outlining goals, milestones, and action plans and presenting new features and solutions with clear articulation of benefits and ROI.
- Track partner expansion metrics and contribute directly to revenue growth and retention targets.
- Clinician Success:
- Build deep, trusted relationships with clinicians and healthcare professionals across your strategic customers - understanding their workflows, pain points, and objectives well enough to anticipate needs before they surface.
- Offer guidance and best practices that genuinely move the needle for clinicians - connecting Abridge's capabilities directly to their workflows, productivity, and patient outcomes.
- Provide product training and onboarding support to clinicians, ensuring a smooth transition and optimal utilization of our solutions.
- Proactively identify and address any issues or concerns raised by clinicians, collaborating with internal teams to provide timely resolutions.
- Monitor clinician satisfaction and adoption data closely, identifying early signals of engagement or friction and converting them into targeted interventions that drive scaled, sustainable utilization.
- Partner Advocacy:
- Partner internally across sales, product, and other cross-functional teams to drive partner growth, remove barriers to adoption, and ensure partners experience Abridge at its best.
- Serve as the voice of the customer internally, sharing partner insights, feedback, and success stories to drive product and service improvements.
- Contribute to the development of partner success resources and best practices, such as case studies, engagement materials, and new communication strategies, ensuring your wins become team wins
What You'll Bring- Proven experience and a passion for customer, client facing roles, including but not excluded to a background in management consulting, enterprise SaaS, or health system innovation.
- Strong understanding of the healthcare landscape, including the dynamics and challenges faced by large health enterprises and clinicians.
- Strong problem-solving skills, with a proactive and results-oriented mindset.
- Thrive in a high-touch model: you're managing a focused book of strategic partners, not a high-volume portfolio. The depth of your relationships and the quality of your outcomes matter far more than breadth.
- Excellent communication and interpersonal skills, with the ability to build trust and establish rapport with clinicians and stakeholders at all levels.
- Technical aptitude and ability to quickly understand and effectively communicate complex software solutions.
- Genuine passion for Abridge's mission - people who are energized by what we're building and why it needs to exist
- Strong organizational and project management capabilities.
How we take care of Abridgers:- Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
- Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
- Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
- Paid Parental Leave: Generous paid parental leave for all full-time employees.
- Family Forming Benefits: Resources and financial support to help you build your family.
- 401(k) Matching: Contribution matching to help invest in your future.
- Personal Device Allowance: Tax free funds for personal device usage.
- Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
- Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
- Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
- Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
- Compensation and Equity: Competitive compensation and equity grants for full time employees.
- ... and much more!
