5+ years in customer relations, client-facing roles, or relevant fields
Experience in management consulting, enterprise SaaS, or health system innovation
Deep understanding of healthcare industry dynamics and challenges
Proficient problem solver with a proactive mindset
Exceptional communication skills to engage with stakeholders
Technical aptitude to grasp complex software solutions quickly
Strong organizational and project management skills
Responsibilities
Develop and maintain strong relationships with health system partners
Serve as primary contact, ensuring effective communication and stakeholder alignment
Act as a trusted advisor, delivering strategic insights to partners
Analyze partner data to identify trends and potential risks
Conduct executive business reviews to evaluate product value and growth opportunities
Collaborate with sales to identify and pursue partner expansion
Monitor clinician engagement and satisfaction to drive adoption
Benefits
14 paid holidays and flexible PTO for salaried employees
Comprehensive health plans including medical, dental, and vision
Generous HSA contributions available for high deductible plan participants
Paid parental leave for full-time employees
Support for family building with resources and financial aid
401(k) matching contributions
Personal device allowance for work-related devices
Pre-tax benefits including FSAs and commuter benefits
Monthly lifestyle wallet for fitness and development
Access to mental health support including therapy
Paid sabbatical leave after 5 years of employment
Competitive compensation and equity grants
Full Job Description
The Role
As 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.
