Partner Success Director, Strategic Accounts

Summary

Join Abridge as a Partner Success Director and ensure customer satisfaction, adoption, and expansion of our AI-powered healthcare solutions. You will collaborate with clinicians, administrators, and stakeholders, providing support and guidance to drive successful product utilization. Responsibilities include building strong clinician relationships, acting as a trusted advisor, understanding user workflows, providing training, addressing issues, monitoring satisfaction rates, and identifying expansion opportunities. You will also collaborate with the sales team, conduct business reviews, present new solutions, and track customer expansion metrics. Furthermore, you will advocate for partner success, share customer insights, and contribute to resource development. This role requires up to 20% travel and is based in Texas.

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 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
• Strong organizational and project management capabilities

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

Preferred Qualifications

Familiarity with CRM software and customer success tools is a plus

Benefits

• 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
• 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
• 16 weeks paid parental leave for all full-time employees
• Contribution matching to help invest in your future
• Access to Flexible Spending Accounts (FSA) and Commuter Benefits
• Yearly contributions for coaching, courses, workshops, conferences, and more
• 30 days of paid Sabbatical Leave after 5 years of employment
• Competitive compensation and equity grants for full time employees