** U.S. BASED CANDIDATES ONLY **

About SafelyYou

SafelyYou is a mission-driven company that raised $60m in 2021 through series A and series B financing and is now rapidly scaling. Our company spun out of the UC Berkeley AI Research Lab and develops artificial intelligence to support care for those with Alzheimer’s disease, Dementia, and other cognitive impairments. Alzheimer’s disease is the single most expensive disease in the US, costing an estimated $600b per year in direct and indirect costs. It affects 1 in 3 people over 85, 1 in 9 people over 65, and accounts for 1 in 5 Medicare dollars. Our first product is focused on reducing the frequency and impact of falls, the leading cause of hospitalization for those living with dementia. We have peer-reviewed results showing up to 80% fewer falls with an average of 40% fewer falls and 80% fewer ER visits from falls. We've raised capital from top VC firms, including Founders Fund, Eclipse, Foundation Capital, and Data Collective, and the largest providers in the space are actively using, expanding, and evangelizing the service. We have also been awarded grants from the National Institutes of Health and the National Science Foundation, given the national importance of the issue. As the population continues to age, the global costs of Alzheimer’s and Dementia are expected to double over the next 10 years. With fewer and fewer young people available to provide the care needed, we must find a way for technology to bridge the gap.


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

• Proven ability to lead and develop high-performing teams, with a focus on coaching, mentoring, and fostering a customer-first culture.
• Skilled in setting clear performance metrics, providing regular feedback, and aligning team efforts with company objectives.
• Strong collaboration skills with teams across sales, marketing, support, quality, and risk to ensure alignment on customer strategies, implementation, and success.
• Ability to manage complex stakeholder relationships and act as a bridge between different departments.
• Exceptional verbal and written communication skills, with experience delivering presentations to senior executives, external customers, and at industry events.
• Ability to communicate complex ideas in simple terms, particularly when presenting clinical and operational data.
• Comfortable using Salesforce and analytics platforms to track key metrics, identify trends, and make data-driven decisions.
• Strong ability to analyze customer feedback, identify pain points, and continuously improve customer success processes.
• A deep passion for customer success, with an empathetic approach to understanding and solving customer challenges.
• Self-driven and proactive in identifying opportunities for improvement and growth within customer relationships.
• Strong focus on achieving measurable results, particularly in driving customer retention, satisfaction, and revenue growth.
• Ability to balance short-term customer needs with long-term strategic goals.
• A natural collaborator who thrives in working cross-functionally and believes in the power of teamwork.
• Ability to inspire and motivate both your team and other departments toward a unified vision of customer success.
• Strong alignment with SafelyYou’s mission to improve clinical outcomes and safety, particularly in preventing falls and enhancing patient care.
• Passion for working in a purpose-driven environment and making a meaningful impact on the healthcare industry.

 

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.