Partner Success Manager

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 grow 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.

Compensation and Benefits

• Competitive compensation and equity grants for full time employees.
• Generous Time Off: 14 paid holidays, flexible PTO for salaried employees.
• Comprehensive Health Plans: Medical, Dental, and Vision coverage.
• Generous HSA Contribution.
• Paid Parental Leave.
• Family Forming Benefits.
• 401(k) Matching.
• Personal Device Allowance.
• Pre-tax Benefits: FSA and Commuter Benefits.
• Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
• Mental Health Support.
• Sabbatical Leave after 5 years of employment.