Abridge

Customer Success Manager

• 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.

Partner Success Director – Strategic Accounts

Customer Support

• Delight Abridge users by providing timely support in troubleshooting problems and answering questions
• Provide user feedback to product and operational teams to identify pain points and advocate for the user experience
• Navigate CRM tool to communicate with users, appropriately track contacts and resolutions for data analysis
• Dig deep and be curious about solving complex issues
• Set the standard for customer experience with both enterprise and individual customers
• Help build and scale the customer support department to meet growing business demands

Customer Support Specialist

Revenue Operations

• Coordinate Commercial Activities: Schedule, organize, and align customer demos, roadmap meetings, and internal commercial sessions, ensuring seamless execution and communication.
• Support Marketing Operations: Assist with list uploads, coordinate outreach efforts, and collaborate with marketing to streamline campaign execution.
• Maintain CRM Integrity: Regularly audit, clean, and maintain CRM data to ensure accuracy and completeness for reliable reporting.
• Process Deals and Orders: Facilitate processing of orders and deals and communicate information to finance for revenue compliance and recognition.
• Process Optimization: Identify and suggest process improvements to enhance operational efficiency and reduce redundancies.
• Cross-Functional Collaboration: Partner with Sales, Marketing, Partner Success, Finance, and Revenue Operations to support initiatives, reporting, drive alignment, and enhance effectiveness.

Revenue Operations Associate

Partner Success Director, Key Accounts

Support Engineer

• Provide hybrid technical support from the San Francisco office, delivering both on-site and remote support.
• Be the face of the internal support team at the physical walk-up help desk and provide white glove timely support and answers to staff questions.
• Serve as the first point of escalation to triage tickets, manage account access for SaaS products, and provide hardware/software support for desktop tools and conference rooms.
• Assist with ad-hoc and team projects as needed and collaborate across departments to enhance support processes and optimize workflows.
• Dig deep to solve complex issues and share best practices and learnings with staff.
• Contribute to a culture of continuous improvement and help uphold best practices while delivering exceptional customer service.

IT Support Engineer

Implementation Specialist

• Lead customer implementations and serve as the primary point of contact for Abridge's partners during their initial deployments. Be the person who instills confidence + trust in our partners and team, drives on-time implementations with high NPS, and ensures our pilots convert to full enterprise partnerships.
• Own the creation, coordination, and execution of project plans, in collaboration with internal and external cross-functional teams.
• Accountable for leading through each of the project phases, including kickoffs, technical configuration, testing, clinician training, go-live, and post-live stabilization.
• Identify and manage project risks and issues, and develop contingency plans as needed.
• Set the standard for what incredible communication looks like. Communicate project progress and issues to internal and external stakeholders in a timely and transparent manner.
• Develop and execute against comprehensive testing plans with our most strategic partners, including tracking all issues, triaging, and driving towards daily testing goals.
• Collaborate with support and operational management to identify and implement areas for process and tool improvements in a dynamic and growing environment.
• Participate in the creation of repeatable processes that will scale with the growing number of concurrent implementations our team will need to support.

Implementation Manager – Strategic Accounts

Product Designer

• Shape the product experience at Abridge, setting a high bar for taste, clarity, and strategic thinking across initiatives
• Collaborate deeply with cross-functional partners and immerse in clinical workflows
• Prototype new ideas and refine existing features, translate ideas into high-fidelity designs, prototypes, and user flows
• Advocate for design excellence at every stage of the product lifecycle
• Engage in user research, synthesize insights, and ensure design decisions are rooted in user needs

Senior Product Designer

• Abridge is an AI-powered healthcare company that transforms patient-clinician conversations into structured clinical notes.
• Redesign healthcare delivery experiences to give clinicians back time and reduce cognitive load.
• Shape product experience across initiatives affecting clinicians, patients, and care teams.
• Collaborate with cross-functional partners and immerse in clinical workflows to solve ambiguous problems.
• Simplify complex clinical workflows and AI capabilities into intuitive user experiences.
• Elevate visual and interaction design, push design standards, and execute high-fidelity designs and prototypes.
• Lead end-to-end design execution and champion user-centered design through research and synthesized insights.

Staff Product Designer

People Operations

• Abridge: AI-powered healthcare company transforming patient-clinician conversations into structured clinical notes.
• Role overview: Senior People Operations Generalist focused on immigration, compliance reporting, benefits administration, and leave management.
• Own immigration processes end-to-end for employees and candidates, including visa applications, renewals, audits, and partnership with legal counsel.
• Manage compliance programs, including audits, harassment prevention training, and other regulatory mandates.
• Lead compliance reporting requirements such as EEO-1, VETS-4212, and state-specific filings, ensuring timely and accurate submissions.
• Administer employee benefits and leaves, including health and wellness programs, paid and unpaid leaves (e.g., FMLA, ADA, parental), and benefits enrollments and renewals.
• Partner on policy development and updates for a multi-state employee base.
• Maintain internal documentation (policies, calendars, audit trails) and build scalable processes.
• Support audits and respond to regulatory inquiries with organized documentation and process transparency.
• Collaborate cross-functionally with Payroll, Legal, Finance, and IT to deliver seamless employee experiences.