Partner Success Director

ABOUT ABRIDGE Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients. Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems. We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh. 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. WHY WORK AT ABRIDGE? At Abridge, we’re transforming healthcare delivery experiences with generative AI, enabling clinicians and patients to connect in deeper, more meaningful ways. Our mission is clear: to power deeper understanding in healthcare. We’re driving real, lasting change, with millions of medical conversations processed each month. Joining Abridge means stepping into a fast-paced, high-growth startup where your contributions truly make a difference. Our culture requires extreme ownership—every employee has the ability to (and is expected to) make an impact on our customers and our business. Beyond individual impact, you will have the opportunity to work alongside a team of curious, high-achieving people in a supportive environment where success is shared, growth is constant, and feedback fuels progress. At Abridge, it’s not just what we do—it’s how we do it. Every decision is rooted in empathy, always prioritizing the needs of clinicians and patients. We’re committed to supporting your growth, both professionally and personally. Whether it's flexible work hours, an inclusive culture, or ongoing learning opportunities, we are here to help you thrive and do the best work of your life. If you are ready to make a meaningful impact alongside passionate people who care deeply about what they do, Abridge is the place for you. 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! EQUAL OPPORTUNITY EMPLOYER Abridge is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. We're committed to providing reasonable accommodations throughout the interview process. Once you submit your application, we'll follow up with details on how to request an accommodation for interviewing, completing any assessments, or otherwise participating in the selection process. STAYING SAFE - PROTECT YOURSELF FROM RECRUITMENT FRAUD We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com http://abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article https://consumer.ftc.gov/consumer-alerts/2023/05/scammers-are-hijacking-job-ads-heres-how-spot-fakes. Please exercise caution and cease communications if something feels suspicious about your interactions.