Partner Success Director - Strategic Accounts

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 - Strategic Accounts 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.

What You'll Do

* Clinician Success:

* 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.

* Customer Expansion:

* 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.

* Partner Success Advocacy:

* 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 partner success resources, such as knowledge bases, training materials, and partner success stories.

What You'll Bring

* Proven experience as a Customer/Partner Success Director or Customer Success/Partner Manager

* 5+ years of experience working in or with enterprise health systems

* 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.

* This role requires up to 20% travel
* 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…