** U.S. BASED CANDIDATES ONLY **

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 family's experience with Alzheimer's 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

This is a remote role. As the Vice President of Customer Success, you will play a pivotal role in ensuring our customers achieve outstanding outcomes through successful implementations and a seamless customer experience. You will lead the strategy, direction, and execution of customer implementation processes, ensuring smooth transitions from the Sales team and a flawless onboarding experience. You will be responsible for driving customer retention, clinical success, and uncovering upsell and expansion opportunities within the existing customer base—setting the tone for long-term partnerships through exceptional post-implementation support, regular business reviews, and continued customer engagement.

We’re looking for a customer-centric leader who thrives in building and scaling customer success teams, deeply understands the customer journey, and is passionate about helping clients achieve measurable clinical and business outcomes. You will be an advocate for our customers, a trusted advisor, and a strategic leader who inspires and drives excellence in implementation, customer success, and growth opportunities.

Key Responsibilities:

• Oversee the seamless transition from sales to customer success, ensuring the initial implementation is best-in-class, setting customers up for long-term success.
• Proactively identify and drive upsell, cross-sell, and expansion opportunities within the existing customer base. Partner with customers to uncover additional needs, offering solutions that increase value and deepen the relationship with SafelyYou.
• Develop and grow a high-performing team focused on ensuring successful implementations, customer engagement, retention, and clinical outcomes. Foster a culture of collaboration, continuous learning, and customer advocacy.
• Own the development and execution of strategies, frameworks, and policies for the end-to-end customer experience—from the initial sale through implementation and post-implementation, ensuring our solutions meet customer needs and goals.
• Partner closely with internal teams to ensure successful financial and clinical outcomes for customers, with a focus on improving overall safety and operational efficiencies. Align customer success efforts with key metrics such as satisfaction, retention, contract renewals, and clinical performance.
• Monitor and drive performance metrics, including customer retention, contract renewal rates, and overall customer satisfaction. Work closely with cross-functional teams to identify and implement policies and practices that enhance the customer experience and success.
• Guide the growth and professional development of the Clinical Success team, providing career pathing and ensuring competency development. Deliver leadership, training, and support to ensure the team consistently delivers high-impact, value-driven outcomes for customers.
• Work with Sales, Marketing, Quality & Risk, and other departments to align efforts and improve the customer journey, retention strategies, and overall value delivered to customers.
• Contribute to SafelyYou’s industry presence by sharing success stories and customer outcomes through webinars, speaking engagements, and other public forums, helping to position SafelyYou as a leader in resident safety and operational success.
• Regularly review implementation processes, customer satisfaction metrics, and feedback to identify areas for improvement, ensuring an ongoing commitment to excellence and a top-tier customer experience.

The Ideal Candidate

The ideal candidate for this role will have a blend of leadership, strategic thinking, and deep customer success expertise, particularly in implementing solutions, driving retention, and identifying expansion opportunities. Here's a breakdown of the key qualities, skills, and experiences:

• 8+ years of experience in customer success, with at least 5 years in a leadership or executive role, driving engagement, retention, and revenue growth.
• Proven ability to scale and lead customer success teams, ensuring successful post-sale implementation, adoption, and measurable clinical and business outcomes.
• Experience in healthcare environments, ideally in fall prevention, clinical operations, or patient safety, with the ability to analyze clinical outcomes and use data-driven strategies.
• 3+ years managing clinicians or holding a relevant clinical license (RN, PT, OT, or equivalent) is a plus.
• Strong track record in account expansion strategies, including upselling, cross-selling, and increasing customer lifetime value (CLTV).
• Expertise in managing key operational metrics, such as retention, renewals, satisfaction, and overall account health.
• Demonstrated ability to build trusted relationships with key customer stakeholders and act as a strategic advisor.
• Skilled in defining and executing strategies across the entire customer lifecycle, from onboarding to long-term success.
• Ability to design scalable processes and frameworks that improve efficiency, customer satisfaction, and clinical outcomes.
• Proven leadership in developing high-performing teams, with a focus on coaching, mentoring, and fostering a customer-first culture.
• Strong collaboration skills across departments, including sales, marketing, support, and risk, ensuring alignment on customer strategies.
• Excellent communication skills, with experience presenting to executives, external customers, and industry audiences.
• Proficiency in Salesforce and analytics platforms to track key metrics, identify trends, and make data-driven decisions.
• Self-driven and proactive mindset, with the ability to balance short-term customer needs with long-term strategic goals.
• Passion for customer success and an empathetic approach to problem-solving, ensuring customers achieve measurable results.
• Alignment with SafelyYou’s mission to improve clinical outcomes and patient safety, particularly in fall prevention.

 

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 
●    Stock Options
●    Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision and Life Insurance
●    401K Program
●    Company laptop
●    Monthly Education, Well-being & WFH stipends
●    Unlimited 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.