Partner Success Manager, Commercial Accounts

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 SoHo neighborhood of New York, the Mission District in San Francisco, and Lawrenceville in Pittsburgh.

***This role must be based in Pittsburgh or New York City***

As a Partner Success Manager at Abridge, you will play a crucial role in ensuring the satisfaction, adoption, and growth of our solutions within our customers' environments. You will be a key member of the commercial team and work closely with clinicians, administrators, executives, and additional stakeholders to understand their needs, provide ongoing support, and drive the successful utilization of our products and services. You will report to Abridge’s Director of Partner Success.

What You'll Do

Adoption Success:

• Build and maintain strong relationships with assigned customers including their clinicians to ensure retention and support continued growth.

• Act as a trusted advisor to customers, offering guidance and best practices to growth utilization and adoption of Abridge across the organization.

• 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 stakeholders and clinicians, collaborating with internal teams to provide timely resolutions.

• Monitor and proactively communicate Abridge value, ROI and results including clinician satisfaction and adoption rates.

• Proactively identify opportunities for improvement in end user experience and proactively address any adoption challenges identified within our data. 

Partner 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 executive stakeholders to demonstrate value attainment, highlight growth and utilization, share learnings and best practices and align around continued opportunity to expand our collective impact. 

• Educate customers on upcoming product releases, new features, new products, and related best practices highlighting their potential benefits and ROI.

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

Partner Success Advocacy:

• Support clinician users in partnership with the clinical success team 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.

• Coordinate responses to technical issues with internal and partner stakeholders.

What You'll Bring

• Proven experience as a Customer/Partner Success Manager or in a similar customer-facing role.

• 3+ years of experience working in or with enterprise businesses, preferably health systems.

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

• Clear and effective 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.

Why work 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 the end-user experience, instead of a hospital administrator's mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

How we take care of Abridgers:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.

• Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA. 

• Paid Parental Leave: 16 weeks paid parental leave for all full-time employees.

• 401k and Matching: Contribution matching to help invest in your future.

• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.

• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.

• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.

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

• ... and much more!

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

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 email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.