Clinical Success Manager

CANDIDATES MUST BE LOCATED IN THE UNITED STATES *

About SafelyYou
SafelyYou’s passionate mission is to empower safer, more person-centered care across senior living through world-leading AI, industry-changing hardware, and remote expert clinicians, significantly improving outcomes for residents while increasing peace of mind for families and reducing costs for communities. Originating in 2015 as the doctoral research of CEO George Netscher—and inspired by his own familys experience with Alzheimers disease—SafelyYou was spun out of UC Berkeley’s Artificial Intelligence Research Lab, one of the top five AI research groups in the world. And today, our company is solving critical challenges in senior living, from resident falls and ER visits to staffing concerns, length of stay, and NOI. All helping ensure that communities can focus on improved care for residents while still reaching their financial goals.

SafelyYou is one of five most innovative fall technologies referenced in the Senate Falls Report (2019), a winner of the McKnight’s Tech Partner of the Year, and has been named to Fortune’s Impact 20 list, which recognizes companies making people’s lives better through innovation.

Your Role at SafelyYou
The Clinical Success Manager will manage customer accounts to drive adoption and outcomes leading to renewals, expansion and advocacy across account portfolio. This includes facilitating customer outcomes through ongoing analysis of data. This role is ideal for an individual who has a high level of emotional intelligence with a strong project management background. A Clinical Success Manager must be dynamic, thriving in a fast-paced, technology-driven environment, with enthusiasm about making a real impact within senior care and healthcare environments.

Key Responsibilities:

Successfully and effectively manage customer accounts to drive adoption of technology, fall prevention culture and fall reduction interventions, leading to contract conversions, renewals, expansions, and high opt-in rates across account portfolio

Effectively communicate with various levels of stakeholders within an account serving as the main point of contact between SafelyYou and community locations

Support communities throughout pilot period, coordinating and leading weekly fall huddles, discussing opt-in/consent strategies, creating user accounts, performing clinical review of fall events and providing technical platform support

Professionally field customer/family questions or concerns to overcome/manage objections to build trust in our service technology

Cultivate a confident and engaged community partnership to drive retention and growth by demonstrating value in the technology and expertise in fall management

Onsite community support for training, engagement in platform use, and improving fall response outcomes per customer needs

Developing and refining customer-facing training materials, answering questions, and troubleshooting technology, serving as the primary conduit for communication of customer suggestions, systems issues and future product growth

Collaborate and create various SafelyYou materials to support fall programs for customers and marketing support

Effectively conduct zoom training sessions for community marketing/sales departments, family info sessions as well as staff training of system platform

Professionally represent SY to the healthcare industry and other business partners through zoom webinars, conferences, and corporate meetings

Foster customers/accounts that can further support the growth of SY through shared publications, media content, co-presenting at conferences, or as a business reference (e.g. testimonials, case studies)

Represent the voice of the customer to improve our sales process and product roadmap

Work cross-functionality with other SY departments: AI, engineering, sales / marketing, implementation, billing and operations to ensure customers needs are met as well as meeting organization goals, and budgets

The Ideal Candidate:

Bachelors or Masters degree

Current licensure as PT, PTA, OT, OTA, LVN, or RN is required

Minimum of 5+ years experience as a Customer Success Manager or equivalent in a healthcare setting, preferably in a healthcare SaaS startup environment

Experience in senior care or healthcare environments communicating with various departments and leadership (Memory care, AL/IL, SNF)

Passionate about SafelyYou’s mission and our technology

Clinical expertise in fall management, root cause analysis, and interventions

A high level of accuracy and attention to detail

Ability to present and explain our technology to a wide range of audiences - from C-Suite to clinical to families and non-technical audiences

Ownership mentality for our customer’s success throughout the lifecycle of assigned accounts

Ability to multitask across accounts, platforms and departments handling fast moving communication and precision follow up

Calm and professional demeanour when under high pressure and multiple competing deadlines

Exceptional active listening skills and effective communication to ensure stakeholders needs are being met and supporting trust in our technology and outcomes

Proactive about anticipating and addressing issues before they arise

Strong organizational skills with the ability to deliver on multiple projects at a time

Demonstrated ability to wear many hats, manage ambiguity, and apply problem-solving skills

Team player and willingness to support cross-functionally to ensure customer satisfaction over lifecycle of the account

Ability to work remotely in an environment with minimal disruptions to lead/host customer calls via zoom

Excellent interpersonal skills, building and maintaining relationships

Technology savvy with expertise using G Suite, Office 360, Zoom, HubSpot, Slack and other online platforms

Willingness to travel up to 25% of the time

Why Join Us? You Can Make a Difference!
SafelyYou offers a competitive compensation package, including but not limited to:

A mission-driven company culture

Fully remote

Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision

401k Program

Monthly Education, Well-being & WFH stipends

Non-accrual PTO

Growth Potential

Company Retreats

Medical & Family/Parental Leave

At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.

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