• Re-engage warm customer leads (Demo – No Sale) to coordinate and schedule follow-up appointments • Manage volume rehash and retention efforts by reviving and saving cancelled contracts • Review sales recordings, notes, and photos to understand prior appointments and identify rehash opportunities • Contact customers via phone and email to understand objections and reasons for not moving forward • Provide consultative sales support by reviewing options and guiding next actions • Accurately document activity, notes, and outcomes in the CRM • Maintain professionalism and brand standards in all customer interactions • Through our sales training program, you will learn the techniques to: • Deliver effective sales presentations over the phone • Overcome objections and reengage with customers • Utilize CRM tools and sales technology to manage and track sales activity

• Serve as primary liaison for assigned Enterprise and Strategic customers • Optimize utilization of program benefits and serve as escalation point for resolving complex customer needs • Oversee customer projects that span multiple systems, processes, and/or departments • Identify evolving customer needs and tailor solutions • Identify opportunities for simplification, upselling, and enhancing customer partnerships • Determine root cause of issues and identify resolutions • On-board customers as needed in partnership with Sales • Conduct business reviews & presentations to executive-level stakeholders • Log all activity in Salesforce using Case Management

• Manage ongoing communication across your portfolio: regular check-ins, status updates, and account emails. • Join customer calls, take notes, keep things on track, and make sure every action item is captured and assigned. • Own all follow-up after calls; track who owns what internally and make sure things actually get done. • Handle scheduling coordination so the rest of the team doesn't have to. • Keep Jira tickets current, correctly labeled, and moving. • Maintain accurate health notes and scores so the team always has a real view of account status. • Proactively keep the VP of Customer Success informed on account health, risks, and anything that needs visibility or escalation. • Work alongside the Solution Architect team during onboarding. The SA handles technical setup; you own the customer relationship and make sure nothing gets lost in the transition from Sales. • Partner with Technical Support Engineering on issues. Triage what comes in, route it to the right TSE, and own customer communication while it's being resolved. • Keep Account Directors informed ahead of renewals, flag at-risk accounts early, and surface upsell opportunities for them to run with. Be the source of truth on day-to-day account context. • Help new customers see value quickly. Onboarding doesn't end when the contract is signed. • Monitor product adoption and flag low engagement before it becomes a problem. • Own customer communication during escalations.

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.