SafelyYou

Role Description The Clinical Success Manager will manage customer accounts to drive adoption and outcomes leading to renewals, expansion, and advocacy across the 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. - 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-functionally 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. Qualifications - Bachelor's or Master's 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 demeanor 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 the 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. Benefits - 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.

• Own the installation, configuration, and activation of our on-premises equipment within our customer’s facilities and environments • Be proficient in the configuration and management of “out of band” access • Help with troubleshooting issues related to the installation and performance of our sensors • Guarantee that all installations are fully tested end-to-end and ready for production • Support our Tier 1 support team - 3rd party offshore team. • Support the on-call rotation for critical issues when Tier 1 is unable to recover critical services for our customers. • Be an active owner in our team of customer issues, responding, troubleshooting, and providing a resolution for on-premise equipment while working remotely. • Use our SLAs as guidelines to improve our support processes and response • Support the team to strategize on process improvements and additional tools to reduce volume and expedite troubleshooting • Participate in creating SOPs, knowledge-base articles, and cross-training other team members to support the entire service experience.

• Build and maintain data repositories, pipelines, and transformations for customer-facing products, internal tools, and business analytics and operations. • Scale and enhance the company’s data architecture and reporting capabilities to support new products and services. • Work in an event-based architecture to ingest data events, store, organize, and generate reports for analysis. • Collaborate with other developers on the data team, and developers from multiple teams, to define, design, and implement scalable and reliable products and features that use data to improve health care outcomes. • Partner with product management, CSM, business operations, and executives to gather and analyze data to understand quality of care trends. • Ensure data quality and reliability by developing tests and validating results with ongoing monitoring. • Create and maintain technical documentation to help maintain and improve systems. • Work in an Agile environment to plan, track, and improve the delivery of new features and products. • Collaborate with customer support and operations teams to provide support and participate in on-call rotation as needed.

Role Description The Install Coordinator serves as the operational backbone of the installation process, ensuring seamless execution of SafelyYou’s in-room sensor deployments while Implementation Managers focus on customer-facing responsibilities. This role acts as a bridge between the Implementation Managers, Implementation Agents, and field technicians providing real-time support, resolving install blockers, and maintaining installation accuracy, timeliness, and quality. At SafelyYou, the work you do truly matters. Our mission to protect and empower older adults is at the heart of everything we build and deliver. You’ll be part of a team that believes technology can make care more human; creating safer, calmer, and more connected communities for residents, caregivers, and families alike. You will play a key part in ensuring that every SafelyYou deployment meets our high standards of excellence, supporting both new installations and ongoing expansions across the customer base. Key Responsibilities - Installation Support & Coordination - Manage day-to-day install operations for all active installations, including tracking progress, coordinating schedules, and resolving blockers. - Handle installation escalations flagged by Implementation Agents such as late or damaged shipments, unique room layouts requiring special mounting consideration, alternate cable routing, inaccessible power outlets, or inaccessible mounting locations. - Conduct virtual walkthroughs with community maintenance teams or field technicians to confirm sensor placement and validate completed installations. - Perform quality checks for sensor view and IR settings upon completion of each installation to ensure full system functionality. - Coordinate with field technicians to complete post-sale Wi-Fi assessments of customer buildings, ensuring network readiness for installation and identifying any connectivity concerns in advance. - Coordinate with vendors and shipping teams to ensure timely and accurate delivery of all equipment. - Submit work orders for installations to vendor partners, monitor progress through completion, and verify adherence to SafelyYou’s documentation requirements and installation standards. Provide proactive communication and support to ensure timely resolution of any field issues or delays. - Occasional travel required; up to 25%. - Cross-Functional Liaison - Collaborate with Implementation Agents and field technicians to manage install progress and resolve issues while Implementation Managers are customer-facing, maintaining clear communication, alignment on priorities, and shared task ownership. - Provide IA team with clear escalation paths and documentation standards to ensure accurate issue tracking in Salesforce or other systems. - Communicate install updates, delays, and resolutions to the Implementation Manager and other stakeholders in real time. - Collaborate with Solutions team to ensure building readiness prior to installation. - Escalate to Support as needed for troubleshooting during installation. - System & Data Management - Verify post-install sensor connectivity and accuracy; document outcomes and flag discrepancies. - Add and maintain all installation documentation in customer folders to ensure accuracy, consistency, and easy access for internal stakeholders. - Oversee data entry and workflow management in Salesforce, ensuring install milestones and statuses are up to date. - Partner with Procurement to monitor equipment inventory and proactively identify low-stock or delayed shipments. - Process Improvement - Identify recurring install pain points and propose improvements to process, tooling, or field workflows. - Partner with leadership to refine the install playbook, standardize documentation templates, and support onboarding of new Implementation Agents or field technicians. Qualifications - 2–4 years of experience in project coordination, field operations, or technical implementation, ideally in a SaaS, healthcare environment paired with physical hardware deployment experience. - Experience with structured cabling or RF technology a bonus. - Excellent communication and problem-solving skills, especially under time constraints. - Demonstrated ability to manage multiple priorities and coordinate across global or distributed teams. - Proficiency with Salesforce records and cases, G-Suite, Slack, Microsoft Teams, and Confluence. - Technical aptitude and familiarity with hardware deployment in building environments, including basic construction knowledge and the ability to read floor plans, identify structural materials, and anticipate how they may impact installation or cable routing. - Detail-oriented, organized, and proactive about anticipating install challenges before they escalate. Success in This Role Looks Like - 95%+ of install escalations resolved within 24 hours of flagging. - Reduction in Implementation Manager time spent on day-of-install troubleshooting. - Improved communication and install SLA adherence among field technicians and vendor partners. - Seamless handoff between Implementation Agents and Implementation Managers for each install phase. Benefits - 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.

• Act as the SafelyYou advocate, ensuring a smooth customer experience from the late stage sales cycle through the launch of services • Serve as the primary point of contact for internal and external customers, ensuring alignment on the solutions that meet their specific requirements • Effectively communicate with various levels of stakeholders within an account serving as the main point of contact between SafelyYou and community locations throughout implementation • Successfully manage a portfolio of implementation projects to deliver results on time, on schedule, and within budgets • Lead virtual and onsite tours, and travel as needed, to understand technical requirements for project planning, resourcing, logistics, and project execution for installation of sensor, networking equipment, and servers • Collaborate closely with other teams, documenting and designing the Scope of Work with accurate technical and implementation details • Work cross-functionality with other SY departments: clinical success, account management/sales, AI, engineering, marketing, and finance to ensure customers needs are met from closed/won to go live • Support communities throughout the onboarding process, coordinating and leading weekly status calls, discussing opt-in/consent strategies, creating user accounts, education and training of SY Services, and providing technical platform support • Conduct weekly training sessions with communities and other stakeholders to ensure the community is ready and prepared to go live • Manage procurement of the needed materials per project by working with supply chain to ensure delivery of materials is within desired timeframe • Actively drive projects forward and overcome daily challenges while providing the best customer experience possible • Maintain the highest level of communication and empathy with our customers, the residents, and installation teams to the cause of making a positive impact • Training with installation vendors on expectations of the implementation and review of completed work to meet the necessary quality requirements • Remote support during implementation of equipment for the installer or other remote contacts • Support post-implementation troubleshooting as-needed

• Proactively identify and pursue new enterprise business opportunities within the designated region. • Own the entire sales process, from initial contact and lead generation through contract negotiation and execution. • Build and maintain relationships with C-suite executives through in-person meetings, virtual presentations, and ongoing communication. • Work closely with account management and clinical success teams to ensure a smooth transition post-sale. • Travel to attend state and regional conferences and events to promote SafelyYou's solutions and generate leads; up to 2-3 events and/or client on-site meetings per month are typical. • Stay informed about industry trends, competitor activities, and customer needs, to effectively position SafelyYou’s offerings. • Maintain accurate sales forecasts and activity reports to track progress against goals in our CRM. • Provides prospect feedback on products, services, and policy to respective Company partners.

• 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 • 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)

• Proactively identify and pursue new enterprise business opportunities within the designated region. • Own the entire sales process, from initial contact and lead generation through contract negotiation and execution. • Build and maintain relationships with C-suite executives through in-person meetings, virtual presentations, and ongoing communication. • Work closely with account management and clinical success teams to ensure a smooth transition post-sale. • Travel to attend state and regional conferences and events to promote SafelyYou's solutions and generate leads; up to 2-3 events and/or client on-site meetings per month are typical. • Stay informed about industry trends, competitor activities, and customer needs, to effectively position SafelyYou’s offerings. • Maintain accurate sales forecasts and activity reports to track progress against goals in our CRM. • Provides prospect feedback on products, services, and policy to respective Company partners.

• Partner with Sales on deal structure, pricing, and packaging for new business, expansions, renewals, and change orders • Serve as the go-to advisor on what's standard, what needs approval, and how to get non-standard deals across the finish line • Enforce and refine our deal approval matrix — direct reps to the right approvals for special pricing or terms, then execute once approved • Own the contract lifecycle: generate order forms, manage red lines, coordinate legal review, and drive deals through signature • Maintain a clean contract library — aggregate all contracts per operator so expansion templates inherit the correct legacy terms, pricing, and cancellation language • Be Finance's front line: flag billing structure issues, non-standard payment terms, or revenue recognition risks before contracts are executed • Partner with Legal on non-standard terms, ensuring speed without exposing the business • Build and own the quote-to-sign process from the ground up — we need someone who can design it, not just run it • Maintain data quality across Salesforce, QuotaPath, and PandaDoc — order forms, contract data, and deal records should be accurate and auditable • Run month-end and quarter-end deal audits to support clean reporting and revenue recognition • Track deal and pricing insights (discounting trends, cycle times, exception rates) to inform GTM and pricing strategy • Identify opportunities to automate repetitive deal desk workflows — contract generation, approval routing, template selection, data entry • Build or champion AI-driven tools for contract review, term extraction, and deal analysis • Work across Sales, Finance, Legal, Customer Success, and Implementation to ensure deals are structured for clean handoff downstream • Train and enable the sales team on deal processes, contract templates, approval workflows, and best practices • Be the connective tissue between what Sales promises and what Finance/Legal/Implementation can deliver

• Lead the mechanical design and development for products integrating electronics, sensors, and PCBs • Create detailed 3D CAD models and 2D drawings for tooling, assembly, and manufacturing • Design with plastic injection molding, sheet metal, and machined components in mind (DFM/DFA/DFT) • Collaborate with electrical and industrial designers to optimize product integration and performance • Prototype, test, and iterate mechanical designs to meet functional, thermal, and safety and reliability requirements • Work closely with supply chain team, suppliers and manufacturers to ensure high-quality, scalable production • Support product certification, reliability, and compliance testing • Own mechanical documentation, BOMs, and materials specifications • Drive design reviews and mentor other engineers in best practices • Balance speed and quality, knowing when to iterate quickly and when to invest for the long term