Partner Success Director, Key Accounts (Location: Eastern Time Zone)

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $140K - $170K

Abridge, founded in 2018, aims to deepen understanding in healthcare with its AI-powered platform designed for medical conversations. The platform enhances clinical documentation efficiency, allowing clinicians to focus on patient care. It transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Abridge's technology, powered by Linked Evidence and auditable AI, maps AI-generated summaries to ground truth, enabling providers to trust and verify output. As pioneers in generative AI for healthcare, Abridge is setting industry standards for responsible AI deployment across health systems. The company is a growing team of MDs, AI scientists, PhDs, creatives, technologists, and engineers with offices in New York, San Francisco, and Pittsburgh.

The Role

As a Partner Success Director at Abridge, you will be instrumental in ensuring customer satisfaction, adoption, and expansion of Abridge's solutions. You will be a key member of the commercial team, working closely with clinicians, administrators, and stakeholders to understand their needs, provide support, and drive successful product utilization and expansion.

Responsibilities

Clinician Success

• Build and maintain strong relationships with clinicians and healthcare professionals in enterprise accounts.
• Act as a trusted advisor, providing guidance and best practices to improve clinician productivity, efficiency, and patient outcomes.
• Understand user workflows, pain points, and objectives to align Abridge's solutions with their needs.
• Provide product training and onboarding support for clinicians.
• Proactively identify and resolve issues raised by clinicians, collaborating with internal teams.
• Monitor and track clinician satisfaction and adoption rates, driving engagement initiatives.

Customer Expansion

• Collaborate with the sales team to identify expansion opportunities within existing customer accounts.
• Conduct regular business reviews to assess product performance, gather feedback, and identify opportunities for added value.
• Present new features, upgrades, and solutions to clients, emphasizing benefits and ROI.
• Track customer expansion metrics and contribute to revenue growth targets.

Partner Success Advocacy

• Support all clinician users and act as the internal voice of the customer, sharing insights and feedback for product/service improvements.
• Collaborate with cross-functional teams (sales, marketing, product) to ensure a seamless customer experience.
• Contribute to the development of partner success resources, including knowledge bases and training materials.

Requirements

• 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 of large health enterprises and clinicians.
• Excellent communication and interpersonal skills, with the ability to build trust with clinicians and stakeholders.
• Technical aptitude to quickly understand and effectively communicate complex software solutions.
• Strong problem-solving skills with a proactive and results-oriented mindset.
• Ability to [The original description cuts off here.]