Director of Partner Success

Health care is all about conversations, with over 2B spoken conversations each year between patients and their care teams in just the United States. However, people forget up to 80% of those conversations, leading to worse patient outcomes. And doctors are burning out writing notes in their EMRs instead of focusing on their patients. That’s where Abridge comes in — our audio-based standalone and integrated solutions record and summarize medical conversations, anywhere care happens.

Health care is all about conversations, with over 2B spoken conversations each year between patients and their care teams in just the United States. However, people forget up to 80% of those conversations, leading to worse patient outcomes. And doctors are burning out writing notes in their EMRs instead of focusing on their patients. That’s where Abridge comes in — our audio-based standalone and integrated solutions record and summarize medical conversations, anywhere care happens.

As a Director of Partner Success at Abridge, you will play a vital role in ensuring the satisfaction, adoption, and expansion of our solutions within our customers. You will be a core member of the commercial team and work closely with clinicians, administrators, and key stakeholders to understand their needs, provide ongoing support and guidance, and drive the successful utilization and expansion of our products and services. You will report to Abridge’s Chief Commercial Officer.

Your responsibilities:

• Build and maintain strong relationships with clinicians and healthcare professionals across enterprise customers.

• Act as a trusted advisor to clinicians, offering guidance and best practices to enhance their productivity, efficiency, and patient outcomes.

• Understand user workflows, pain points, and objectives to align our solutions with their needs.

• 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 and track clinician satisfaction and adoption rates, proactively identifying opportunities for improvement and driving engagement initiatives.

• Collaborate with the sales team to identify expansion opportunities with existing customers, outlining goals, milestones, and action plans.

• Conduct regular business reviews with key stakeholders to assess product performance, user feedback, and identify opportunities for additional value-add solutions.

• Present new features, upgrades, and solutions to clients, highlighting their potential benefits and ROI.

• Track customer expansion metrics and contribute to revenue growth targets.

• Support all clinician users and serve as the voice of the customer internally, sharing insights, feedback, and success stories to drive product and service improvements.

• Collaborate with cross-functional teams, including sales, marketing, and product, to deliver a seamless customer experience.

• Contribute to the development of customer success resources, such as knowledge bases, training materials, and customer success stories.

To be successful in this role, you have:

• 5+ years proven experience as a Director of Customer/Partner Success or Customer Success/Partner Manager

• Strong understanding of the healthcare ecosystem, including the dynamics and challenges faced by large health enterprises and clinicians.

• 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.

• Strong problem-solving skills, with a proactive and results-oriented mindset.

• Ability to multitask and manage multiple client relationships simultaneously.

• Familiarity with CRM software and customer success tools is a plus.

• Strong organizational and project management capabilities.

We value people who want to learn new things, and we know that great team members might not perfectly match a job description. If you’re interested in the role but aren’t sure whether or not you’re a good fit, we’d still like to hear from you.

Life at Abridge

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on