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.

• Manage a regionally based book of customers • Partner closely with New Business Sales and Growth Sales Leadership • Collaborate cross-functionally with Product and Professional Services • Build credibility and trust with customers • Retain and grow SaaS revenue through consultative engagements • Drive activation and adoption across the Toast product suite • Conduct discovery to identify expansion opportunities • Contribute to scalable Customer Success workflows • Travel for onsite visits

• Own and lead the end-to-end CRM function, responsible for driving activation, engagement, and retention through targeted, data-driven messaging. • Define the strategy, execution, and evolution of CRM across key owned channels. • Lead a high-performing CRM team and partner cross-functionally with Product, Analytics, Creative, Social, and Revenue Operations. • Oversee planning and execution of CRM campaigns across all owned channels (email, push, SMS, in-app). • Drive forward real-time messaging capabilities and effectiveness. • Own the CRM testing roadmap, including A/B and multivariate testing strategies. • Collaborate with Analytics to define success metrics, measure lift, and identify growth opportunities. • Build, lead, and develop a high-performing CRM team.

• Partner with clients to achieve their digital training strategy through the 360Learning platform • Map customer’s key business objectives, audit and analyze platform usage to identify opportunities • Review benchmarks and best practices, create action plans to capitalize on those opportunities • Ensure the renewal of contracts by helping customers achieve their desired outcomes • Coordinate resources to address customer requirements (technical, educational, etc.)