Partner Success Lead

usebridge.com•Boulder, CO

3d•Hybrid

About The Position

Bridge is hiring a Partner Success Lead to build and scale the function responsible for everything after a partner signs, including onboarding, account management, and day-to-day support. The role owns the partner journey from contract signature through launch, growth, and renewal, with a focus on making 30-day launches the norm and helping partners grow on Bridge. This is a builder and leadership role. The Lead will design the function’s systems, metrics, and team structure; hire, train, and develop the team; and build knowledge systems that enable team members to resolve most partner questions independently. The role will serve as a senior point of contact for partner executives, including in difficult situations, and collaborate with Sales, Engineering, Product, and Operations. Over time, the function is expected to grow into a multi-team organization led by managers hired by the Partner Success Lead, supporting several hundred partners. The role reports directly to the CEO.

Requirements

At least 8 years of experience in customer success, client operations, or partner management.
At least 3 years of experience leading teams.
Experience scaling an onboarding, account management, or support organization from fewer than 100 clients to several hundred.
Startup experience is required.
Healthcare or health tech experience is required.
Ability to build processes, tools, and training systems that teams continue to use, with demonstrable results.
Strong analytical skills, including knowledge of metrics, dashboard and KPI development, and data-driven planning.
Ability to make decisions with incomplete information, follow through independently, and remain effective as priorities shift.
Ability to communicate clearly and remain composed with executives and frustrated partners while maintaining strong relationships.
Low-ego leadership style, including working alongside the team and sharing credit.
Experience hiring and training strong teams and building training programs that help new hires become productive quickly.
Ability to learn new domains quickly, including payers, credentialing, billing, coding, and compliance.

Nice To Haves

Familiarity with telehealth.
Familiarity with insurance billing.
Familiarity with revenue cycle management.

Responsibilities

Own and lead the partner journey from contract signature through launch, growth, and renewal.
Shape and scale the Partner Success function to support several hundred partners.
Make 30-day partner launches the norm.
Grow and retain partners, helping them grow on Bridge after launch.
Resolve partner issues quickly and address root causes to prevent recurring problems.
Hire, train, and develop a team capable of resolving most partner questions independently.
Build systems, processes, tools, training, and knowledge resources for the function.
Own partner journey metrics and use data to determine priorities.
Work closely with Sales, Engineering, Product, and Operations, and represent the partner perspective in product decisions.
Serve as a senior voice with partner executives, including when partners are frustrated.