Partner Success Manager

Job Title: Partner Success Manager

Department: Revenue

Reports To: Director of Partner Success

Location: NYC Based;
Hybrid, In Office 3 Days per week

Employment Type: Full-time, Exempt

About Conduit Health

Conduit Health is transforming the hardest, most outdated corner of post-acute care-getting essential medical equipment and supplies into patients' homes.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.

Values

• Excellence, Not Perfection: We set an extremely high bar in our work and our impact, but we don't get lost in endless polish for polish's sake. We care about making things happen.
• Urgency, Not Chaos: We play at a fast tempo because speed furthers our advantage. We balance our shared sense of urgency with clarity, avoiding noise and burnout.
• Systems, Not Wins: Every solution we build should solve the problem forever. Wins matter, but systems scale.
• Committed, Not Present: We show up all in: engaged, proactive, and ready to go above and beyond. This isn't about working 24/7. It's about caring deeply and running toward a shared mission.
• Crush Goals, Not Souls: We take our work seriously, but we don't take ourselves too seriously. Be yourself, bring a positive energy, have fun, and laugh often.

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 Q  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.

What You'll Actually Do

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

What Success Looks Like

First 30 days:

• Complete onboarding on our product, partners, and internal tools
• Shadow QBRs and enablement sessions to understand our approach
• Get assigned your initial book of accounts and begin relationship-building

First 90 days:

• Own your portfolio independently-running QBRs, handling escalations, monitoring health
• Develop a clear view of which accounts need attention and why
• Build trust with partners as a reliable, responsive point of contact

First 6 months:

• Drive measurable improvement in adoption and referral volume within your portfolio
• Contribute to at least one expansion opportunity (new location, service line, etc.)
• Help document playbooks and processes for future PSM hires

Minimum Qualifications

• 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 (Hub Spot preferred) and standard office…