Partner Success Manager

Conduit Health•New York City, NY

7h•$80,000 - $95,000•Hybrid

About The Position

Conduit Health is transforming the hardest, most outdated corner of post-acute care—getting essential medical equipment and supplies into patients' homes. We're the first vertically integrated, AI-powered platform that unites ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say "yes" to patients who would otherwise wait weeks, while we handle every step behind the scenes. The Team Partner Success ensures our partners have a great experience with Conduit. The team plays a critical role in the company's long-term success by building close relationships with partners, expanding usage, preventing churn, and acting as the eyes and ears for the business. Role Summary We're hiring our first full-time Partner Success Manager to own a portfolio of B2B partner accounts. B2B Partners include Home Care Agencies, Skilled Nursing Facilities, and Similar Post-Acute care organization. You'll be responsible for driving adoption, running business reviews, resolving escalations, and identifying expansion opportunities within your book of business. One hour you're running a QBR with the director of a home care agency; the next you're on the phone helping a nurse figure out why an order didn't go through. This is a relationship-driven role with real commercial impact. You'll work closely with partners to help them get value from Conduit, and you'll work cross-functionally with Sales, Operations, and Engineering to solve problems and improve the product.

Requirements

2-4 years in Customer Success, Account Management, or similar client-facing role (software or healthtech preferred)
Naturally empathetic—you genuinely enjoy helping people solve problems
Excellent communication skills, written and verbal; comfortable presenting to executives and training frontline staff
Well-organized with strong attention to detail; able to manage multiple accounts and priorities without dropping balls
Comfortable in a phone-driven environment—this isn't an email-only role
Experience with CRM software (HubSpot preferred) and standard office tools
Based in NYC and able to work from our office 3 days per week

Nice To Haves

Experience in healthcare, home health, or post-acute care
Background in referral-based or channel partner models
Comfort creating lightweight enablement content (Loom videos, one-pagers, quick-start guides)
Experience at an early-stage startup where you helped build processes from scratch

Responsibilities

Account Management (60% of your time)
Own a portfolio of partner accounts and be their primary point of contact at Conduit
Manage the handoff process from Sales and ensure smooth onboarding
Conduct quarterly business reviews (QBRs) with partner leadership to review performance, gather feedback, and align on goals
Run enablement sessions to train nurses, care coordinators, and admin staff on using Conduit effectively
Monitor account health metrics and proactively reach out when usage drops or issues arise
Problem Solving & Escalations (25% of your time)
Resolve high-priority issues in coordination with Operations and Engineering
Follow up personally to close the loop—turn frustrating experiences into loyalty moments
Triage and prioritize issues across your accounts, escalating appropriately when needed
Growth & Strategy (15% of your time)
Identify expansion opportunities within accounts (new locations, service lines, use cases)
Be the voice of the customer internally—share pain points, success stories, and data to inform product and go-to-market decisions
Help build and refine Partner Success processes and playbooks as we scale the function