Manager of Clinical Success (Phase II)

*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 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

The Manager of Clinical Success will oversee the team driving customer value utilizing our game-changing AI technology. This multifaceted position will manage the productivity of our Clinician team, elevate our customer’s success by leveraging our services and overall drive clinical outcomes for our communities. 

Key Responsibilities:

• Responsible for managing and scaling our CSM team by providing training, creating new processes and procedures to optimize tasks and duties 
• Lead Clinical Success Managers to drive adoption and outcomes that drives expansion growth within the target sales cycle
• Support CSM/Sales with Business Reviews or prospect calls and emphasize clinical impact through insight data and customer feedback
• Ensure the right cadence of communication is implemented and maintained with customers through Fall Huddles, site visits, and data analysis for deeper engagement
• Support optimizing customer adoption through developing creative assets, brainstorming ideas, and attending customer meetings both virtual and in person
• Collaborate closely with Sales, Customer Success, and Ops to support customer retention and upsell opportunities
• Develop key performance metrics that can easily be measured and align with cross functional team needs
• Represent the voice of the customer to improve our sales process and product roadmap
• Work cross-functionality across all internal SY teams: AI, engineering, operations, sales/marketing, etc. 
• Partner with marketing to identify and highlight customer success stories for marketing content (e.g. testimonials, case studies)
• Developing and refining training materials, answering regular questions, troubleshooting technology
• Regularly evaluate productivity and QA metrics to ensure data is delivered according to internal SLAs
• Provide management support during challenging customer situations to address the customer concerns and ensure follow up actions are communicated and completed
• Take on limited accounts as the CSM to remain close to the customer and understand how to best optimize the team and deliver the necessary results
• Mentor and cultivate a healthy and motivated workforce for this critical extension of our SafelyYou team
• Support Manager On Call schedule which includes overnight/weekend support for urgent customer needs
• Support COO with various internal projects for the organization

The Ideal Candidate: 

• Licensed Clinician: OT, PT, ST, or RN; Management role for a minimum of 3 years
• Proven experience in customer retention strategies and upsell initiatives, with a track record of increasing customer lifetime value and driving revenue growth
• Experience working in health technology
• Compliant with state healthcare regulatory requirements
• Possess up-to-date knowledge of treatment practices and physical therapy programs
• Ability to present data analysis / assessments / interventions to a wide range of audiences – from C-Suite to clinical to non-technical audiences
• Passionate about our mission and our technology
• Comfortable working in a fast-paced environment
• A high level of accuracy and attention to detail
• Ownership mentality for our clinical success throughout the lifecycle of each implementation project
• 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
• Comfortable working in a remote and independent environment
• Excellent interpersonal skills, building and maintaining relationships
• Comfortable with G Suite, Office 360, HubSpot and Slack
• Willingness to travel up to 25% of the time – ideally with your own vehicle

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
• 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.

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