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Director of Commercial Insights

2 months ago

Chicago, United States The Goddard School of Las Vegas (North), NV Full time

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense.

The Role

We are seeking a strategic and analytical Director of Commercial Insights to refine and enhance our go-to-market strategy and customer experience at Abridge. In this role, you will collect and develop methods to evaluate our customers and prospects using qualitative and quantitative approaches. Your work will focus on increasing message resonance, improving customer health, and optimizing customer outcomes. You will be responsible for building a world-class, next-generation Commercial Insights organization from the ground up. Working cross-functionally, you’ll help us validate or correct our assumptions about market opportunities and segmentation, inform our product roadmap, and improve our commercial experience.

What You’ll Do

  • Data Mining + Strategic Analysis: Collect and analyze data from various sources (surveys, NPS/CSAT, CRM, Recorded Calls on Attention, product feedback, etc.) to inform go-to-market strategies and customer experience.

  • Validate & Refine GTM Strategies: Leverage data from across the organization to challenge and correct assumptions, and ensure our messaging resonates with the market.

  • Market Intelligence: Analyze macroeconomic trends, industry innovations, competitor activities, and regulatory changes to refine our market approach. Ensure our offerings align with customer needs, market demands, and contextualized competitive trends.

  • Amplify the Customer Voice: Synthesize and amplify customer feedback and verbatims in collaboration with product, marketing, clinical success, and enablement teams to infuse the customer’s voice throughout the company.

  • Improve Customer Health: Standardize and optimize customer touchpoints, including QBRs and business reviews, to deepen customer understanding. Ensure customer touchpoints are in service of helping customers achieve their goals.

  • Deliver Actionable Insights: Develop and deliver insightful reports and presentations that communicate complex data clearly and effectively across the organization. Partner with Marketing to package our insights for broader customer engagement and continue to position Abridge as the primary thought leader in Ambient AI.

What You’ll Bring

  • 7+ years of experience in commercial/customer insights, user research, or related field, preferably in a B2B SaaS environment

  • Proven track record of using customer insights to influence product and business strategy decisions

  • Strong quantitative and qualitative research skills with expertise in survey design, user interviews, etc.

  • Ability to synthesize complex data into clear, actionable insights and recommendations

  • Excellent communication and storytelling abilities to convey insights in a compelling manner

  • Experience building and leading high-performing research teams

  • Proficiency with customer insights tools and analytics platforms

Why Work at Abridge?

  • Be a part of a trailblazing, mission driven organization that uses audio as the wedge to improve the healthcare delivery experience

  • Unlimited PTO for salaried team members, plus 12 national holidays

  • Comprehensive and generous benefits package:

  • 16 weeks paid parental leave, for all employees

  • Flexible working hours — we care more about what you accomplish than what specific hours you’re working

  • Remote work environment

  • Equity for all new employees

  • Generous equipment budget for your home office setup ($1600)

  • Opportunity to work and grow with talented individuals, and have ownership and impact at a high growth startup.

  • Plus much more

Life at Abridge

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator's mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

Staying Safe - Protect Yourself From Recruitment Fraud

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.

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