Partner Success Manager - East

Job description

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 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. This role is a hybrid position (Monday/Wednesday/Friday in office) based in New York City. 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.