Partner Success Director

About the role

The is responsible for owning the end-to-end relationship with a focused book of health system partners, acting as the single executive-facing point of contact who ensures partners derive maximum value from Abridge solutions. This role requires a high-touch, strategic advisor who builds deep trust with C-suite and clinical leaders, translating Abridge's AI capabilities into clear operational and financial outcomes. You will be the primary steward of partner outcomes, using data and qualitative insights to anticipate needs, de-risk adoption, and expand the footprint of Abridge within each account. The position demands comfort with ambiguity and the ability to navigate complex enterprise environments while maintaining rigorous follow-through and urgency. You will directly influence retention, expansion, and long-term advocacy by making every interaction with Abridge feel indispensable, consultative, and aligned with partner priorities.

Key facts

What you'll do

• Build and maintain strong executive, operational, and technical relationships across your health system partners, ensuring coverage breadth to eliminate single points of failure while cultivating depth so Abridge becomes indispensable to each stakeholder.
• Serve as the first call your partners make, providing consistent, clear, and timely communication that instills confidence at every interaction and keeps all stakeholders informed and aligned around shared objectives.
• Act as a trusted advisor to health system leaders by connecting Abridge's platform capabilities to their strategic clinical and operational priorities, offering guidance grounded in industry best practices and proven outcomes.
• Master partner data including usage trends, adoption patterns, and growth indicators, leveraging this insight to identify early signals, mitigate risk, and construct data-backed narratives that resonate with every stakeholder group.
• Lead regular executive business reviews that assess product performance, articulate value attainment, and align on ongoing expansion opportunities to deepen Abridge's impact within the partner ecosystem.
• Collaborate closely with the sales team to surface and advance expansion opportunities, defining clear goals, milestones, and action plans while articulating new features and solutions with precise attention to benefits and measurable ROI.
• Track partner expansion metrics rigorously and contribute directly to revenue growth, retention goals, and strategic account plans that reinforce long-term partnership health.
• Establish deep, trust-based relationships with clinicians and healthcare professionals across strategic customers, gaining fluency in their workflows, pain points, and objectives to anticipate needs before they escalate.
• Provide actionable guidance and best practices that directly improve clinician workflows, productivity, and patient outcomes by demonstrating how Abridge capabilities integrate seamlessly into daily practice.
• Deliver product training and onboarding support tailored to clinician needs, ensuring smooth transitions, high confidence, and optimal utilization of Abridge solutions across diverse care settings.
• Proactively identify and address clinician concerns by collaborating with internal teams to resolve issues swiftly, maintaining a user-centric lens that protects the clinician experience at every touchpoint.
• Monitor clinician satisfaction and adoption data continuously, detecting early signals of engagement or friction and converting these signals into targeted interventions that drive scaled, sustainable utilization over time.
• Partner internally across sales, product, and cross-functional teams to remove barriers to adoption, accelerate time-to-value, and ensure partners experience Abridge at its highest standard of excellence.
• Serve as the authentic voice of the customer within Abridge, translating partner feedback, emerging needs, and success stories into concrete product and service improvements.
• Contribute to the creation of partner success resources and best practices, including case studies, engagement frameworks, and communication strategies, ensuring individual wins are transformed into team-wide achievements.

Requirements

• Demonstrate a proven passion for customer or client-facing roles, with a background in management consulting, enterprise SaaS, or health system innovation being explicitly valuable in this context.
• Bring a strong understanding of the healthcare landscape, including the dynamics, economics, and operational realities faced by large health enterprises and the clinicians they serve.
• Exhibit strong problem-solving skills characterized by a proactive, results-oriented mindset and the discipline to manage complex, multi-stakeholder environments with clarity and accountability.
• Show an unwavering commitment to owning outcomes end-to-end, taking full responsibility for partner retention, expansion, and satisfaction while navigating ambiguity without compromising execution standards.
• Communicate with precision and empathy, adapting your style to resonate with executives, clinicians, and technical stakeholders, and building credibility through consistent follow-through and transparent dialogue.
• Thrive in a fast-paced, mission-critical environment where the ability to prioritize effectively, manage competing demands, and maintain rigorous attention to detail directly impacts partner and patient outcomes.
• Embrace data as a core decision-making tool, using quantitative and qualitative signals to inform strategies, validate hypotheses, and demonstrate the tangible impact of Abridge solutions.
• Align deeply with Abridge's mission of powering deeper understanding in healthcare, supporting the responsible deployment of AI, and contributing to a future where care makes more sense for providers and patients alike.

Nice to have

Preferred experience working with emerging technology platforms and a track record of scaling adoption within large, complex organizations.

Practical notes

This role is full-time and remote within Tier 2 locations.