Partner Success Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and nurture strong executive, operational, and technical relationships with health system partners — ensuring a broad network to eliminate any single point of failure, while fostering depth so that partners view Abridge as essential.

• Serve as the primary point of contact for your partners — providing prompt, clear, and trustworthy communication that builds confidence at every interaction and keeps all stakeholders informed and aligned.

• Act as a trusted advisor for health system leaders, delivering strategic guidance and best practices that align Abridge’s capabilities with the clinical and operational priorities of partners.

• Become well-versed in partner data — understanding usage trends, adoption patterns, and growth potential — and utilize this knowledge to identify early warning signs, mitigate risks, and present a compelling, data-driven narrative for stakeholder discussions.

• Conduct regular executive business reviews with key stakeholders to evaluate product performance, showcase value achieved, and identify ongoing opportunities for greater impact.

• Work collaboratively with the sales team to pinpoint and promote expansion opportunities, setting clear goals, milestones, and action plans while effectively presenting new features and solutions with a strong emphasis on benefits and ROI.

• Monitor partner expansion metrics and directly contribute to revenue growth and retention objectives.

• Develop deep, trusted relationships with clinicians and healthcare professionals across your strategic accounts — gaining insight into their workflows, challenges, and goals to proactively address needs before they arise.

• Provide practical guidance and best practices that significantly enhance clinician performance — linking Abridge’s capabilities to their workflows, productivity, and patient outcomes.

• Deliver product training and onboarding assistance to clinicians, facilitating a seamless transition and maximizing the effective use of our solutions.

• Identify and resolve any issues or concerns raised by clinicians, working alongside internal teams to ensure timely resolutions.

• Closely track clinician satisfaction and adoption metrics, spotting early signs of engagement or friction and implementing targeted interventions that promote sustainable utilization at scale.

• Collaborate internally with sales, product, and other cross-functional teams to drive partner growth, eliminate adoption barriers, and ensure partners experience Abridge at its finest.

• Represent the voice of the customer within the organization, sharing insights, feedback, and success stories from partners to drive enhancements in products and services.

• Assist in creating partner success resources and best practices, including case studies, engagement materials, and new communication strategies, ensuring that individual achievements contribute to collective team success.

⛳️ Requirements

• Demonstrated experience and enthusiasm for customer and client-facing roles, with a background in management consulting, enterprise SaaS, or health system innovation.

• Comprehensive understanding of the healthcare landscape, including the dynamics and challenges encountered by large health enterprises and clinicians.

• Strong problem-solving abilities, coupled with a proactive and results-driven approach.

• Excel in a high-touch model: managing a focused set of strategic partners rather than a high-volume portfolio, prioritizing the depth of relationships and quality of outcomes over quantity.

• Exceptional communication and interpersonal skills, with the capability to build trust and establish rapport with clinicians and stakeholders across all levels.

• Technical proficiency and the ability to quickly grasp and effectively explain complex software solutions.

• Genuine commitment to Abridge’s mission — individuals who are inspired by what we are creating and the necessity of its existence.

• Robust organizational and project management skills.

🏝️ Benefits

• 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 assist you in building your family.

• 401(k) Matching: Contribution matching to aid in investing for 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 achieve your goals.

• Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.

• Compensation and Equity: Competitive compensation and equity grants for full-time employees.