• Own delivery for client-facing technical initiatives • Lead end-to-end website and application projects • Maintain project health (scope, timeline, budget) • Coordinate handoffs between strategy, design, and engineering • Act as the main bridge to account teams and Tech Ops • Optimize resourcing and team velocity • Mentor junior PMs • Document and scale best practices across the organization • Anticipate and identify project risks and bottlenecks early

• Own and lead the clinician onboarding and end user training programs across all implementations. • Run the monthly training update cadence aligned to Abridge's product release cycle, ensuring content updates are complete by each GA date. • Develop and refine the onboarding strategy tailored to clinician roles and points in the customer journey. • Triage and respond to incoming training requests from the broader team , ensuring PX has the assets they need when they need them • Partner with the Partner Experience team to design scalable, high-touch resourcing models that meet partner needs, reduce effort on our partners, and improve clinician ramp up times. • Coordinate across Clinical Success, Product, PMM, and Implementation to ensure nothing falls through the cracks on a release • Design and maintain a comprehensive curriculum for clinician training, across all formats (i.e. live, virtual, and self-serve) • Ensure content is up-to-date, clinically relevant, and aligned with evolving product functionality and customer workflows. • Collaborate cross-functionally with teams like Product, Product Marketing, and Customer Operations to maintain content accuracy and alignment. • Own and administer the LMS - including SOP documentation, learning path configuration, partner specific pages, and engagement reporting. • Create partner-specific LMS pages with appropriate branding, learning pathways by care setting, and product configuration • Build materials and tooling that scale — reducing burden on partner-facing teams over time • Partner with Implementation teams on LMS onboarding updates and ensure the right Engineering support for SSO configuration and provisioning at scale • Track training effectiveness through feedback loops, engagement metrics, and adoption outcomes; report to PX leadership regularly • Iterate on the training model as Abridge scales, raising the bar on clinician satisfaction and long-term retention.

• Lead our B2C and client digital engagement strategy across the full customer lifecycle. • Drive awareness, onboarding, engagement, retention, and lifetime value through personalized, omnichannel digital experiences. • Develop and execute a comprehensive B2C digital engagement framework and customer adoption strategy aligned to company customer engagement objectives. • Partner with teams to identify opportunities to increase product usage, engagement and customer health. • Oversee digital customer programs across email, SMS, push notifications, in-app messaging, social, and web personalization. • Define segmentation frameworks and personalization strategies to improve engagement and relevance. • Design lifecycle journeys from acquisition through retention and advocacy. • Optimize programs that accelerate customer onboarding, engagement, win-back, and loyalty. • Increase customer lifetime value (LTV) through data-informed engagement tactics. • Establish KPIs and reporting dashboards to measure engagement, retention, and revenue impact. • Leverage customer feedback, A/B testing, experimentation, and behavioral analytics to continuously optimize digital engagement programs. • Translate data insights into actionable strategies and executive-level reporting.

• Lead enterprise CX transformation programs including: GenAI-powered self-service • Drive cross-functional execution across Product, Engineering, Support, UX, Content, and Data teams • Translate Voice of Customer insights and operational data into actionable programs and use cases • Define program scope, sequencing, KPIs, success metrics, and execution strategy • Operate effectively in ambiguous environments and create structure, ownership, and accountability • Track and report metrics tied to: CSAT GRR Customer effort reduction Service quality Operational efficiency