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Abridge is an AI-powered healthcare platform founded in 2018 that transforms patient-clinician conversations into structured clinical notes in real-time. The company serves healthcare systems with enterprise-grade technology featuring deep EMR integrations and auditable AI that maps summaries to ground truth.
You will join the Revenue Operations team as the operational backbone of the Partner Experience (PX) organization, which includes Partner Success, Clinical Success, Implementation, Support, and PX Ops functions. In this manager role, you will own the systems, workflows, and analytics that power the post-sale motion while keeping it tightly aligned with Sales, Marketing, and Finance.
Key responsibilities include:
- Owning the PX tech stack as administrator and product owner for Planhat and Zendesk, managing health scoring, playbooks, workflows, triggers, SLAs, routing, Salesforce integrations, and reporting. You will also assist with LMS/CMS platform administration for partner education and enablement.
- Designing, refining, and implementing workflows and processes that enable PX teams to operate at peak efficiency, ensuring seamless handoffs across the full partner lifecycle from deal close through implementation, clinical adoption, support, and renewal.
- Developing and maintaining reports and dashboards providing leadership with real-time visibility into key metrics including partner health, adoption and utilization, support volume and SLA attainment, and retention trends.
- Partnering with Finance to support renewal and retention forecasting, analyzing commission reports, and generating revenue-related insights that align with business goals.
- Acting as the dedicated operations partner to leaders across Partner Success, Clinical Success, Implementation, Support, and PX Ops, translating priorities into systems, processes, and reporting while representing PX needs in cross-functional RevOps planning.
Abridge has offices in San Francisco, New York, and Pittsburgh, with this role based in the Chicago office. The company offers flexible work hours, comprehensive health coverage, generous PTO, paid parental leave, 401(k) matching, equity grants, and a lifestyle wallet for professional development.
REQUIREMENTS:
- 5+ years of experience in Revenue Operations, Customer Success Operations, Sales Operations, or similar role in a SaaS company (healthcare experience is a plus)
- Extensive experience with SaaS tools including Salesforce, Planhat (or Gainsight/similar CS platform), Zendesk, and exposure to LMS/CMS administration; CS or support platform administration experience strongly preferred
- Strong understanding of go-to-market strategies and key metrics influencing success in Sales, Marketing, and Partner Success
- Direct experience business-partnering with post-sale leadership (Customer/Partner Success, Clinical or Implementation teams, or Support)
- Fluency in post-sale metrics: net revenue retention, gross retention, adoption and utilization, NPS, CSAT, and support SLA performance
- Exceptional AI and Business Intelligence experience (Claude, OpenAI, Excel/Google Sheets, SQL, Business Intelligence tools)
- Proven track record building and maintaining commercial dashboards and reports
- Demonstrated ability to align cross-functional teams around shared goals and revenue-driving strategies
- Excellent project management skills with history of leading complex initiatives to completion
- Strong communication and interpersonal skills with ability to influence stakeholders and collaborate across teams
- Proactive, problem-solving mindset with focus on continuous improvement and operational scalability
