Partner Success Manager - East

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.…