Vice President of Customer Success, Safely You
Salary not provided
+ Stock Options
Salesforce
Senior and Expert level
Remote in US
Fall prevention for dementia care
Open for applications
Fall prevention for dementia care
21-100 employees
HealthcareB2CB2BAge-techVideoCommunityMedTech
Open for applications
Salary not provided
+ Stock Options
Salesforce
Senior and Expert level
Remote in US
21-100 employees
HealthcareB2CB2BAge-techVideoCommunityMedTech
Company mission
To improve dementia care through fall detection and prevention tech.
Role
Who you are
- 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
- The ideal candidate for this role will have a blend of leadership, strategic thinking, and deep customer success expertise, particularly in implementing solutions, driving retention, and identifying expansion opportunities
- 8+ years of experience in customer success, with at least 5 years in a leadership or executive role, driving engagement, retention, and revenue growth
- Proven ability to scale and lead customer success teams, ensuring successful post-sale implementation, adoption, and measurable clinical and business outcomes
- Experience in healthcare environments, ideally in fall prevention, clinical operations, or patient safety, with the ability to analyze clinical outcomes and use data-driven strategies
- 3+ years managing clinicians or holding a relevant clinical license (RN, PT, OT, or equivalent) is a plus
- Strong track record in account expansion strategies, including upselling, cross-selling, and increasing customer lifetime value (CLTV)
- Expertise in managing key operational metrics, such as retention, renewals, satisfaction, and overall account health
- Demonstrated ability to build trusted relationships with key customer stakeholders and act as a strategic advisor
- Skilled in defining and executing strategies across the entire customer lifecycle, from onboarding to long-term success
- Ability to design scalable processes and frameworks that improve efficiency, customer satisfaction, and clinical outcomes
- Proven leadership in developing high-performing teams, with a focus on coaching, mentoring, and fostering a customer-first culture
- Strong collaboration skills across departments, including sales, marketing, support, and risk, ensuring alignment on customer strategies
- Excellent communication skills, with experience presenting to executives, external customers, and industry audiences
- Proficiency in Salesforce and analytics platforms to track key metrics, identify trends, and make data-driven decisions
- Self-driven and proactive mindset, with the ability to balance short-term customer needs with long-term strategic goals
- Passion for customer success and an empathetic approach to problem-solving, ensuring customers achieve measurable results
- Alignment with SafelyYou’s mission to improve clinical outcomes and patient safety, particularly in fall prevention
What the job involves
- 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
- 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
- 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
Our take
For the one in three people over 85 who live with dementia, falls pose a serious injury risk. But, with contributing factors being varied and often circumstantial, the risk is hard to combat. SafelyYou is looking to bring tech to the rescue, with AI-enabled real-time fall protection cameras that detect falls in the home.
Camera monitoring of dementia patients and seniors is an increasingly common practice. Surveillance helps shoulder some of the 15 billion unpaid care hours provided by Americans to loved ones suffering from the disease, and reviewing fall footage helps determine whether ER visits, and the potentially crippling co-pays, are strictly necessary.
The privacy concerns are substantial, however, and this is where SafelyYou stands especially strong. Its cameras are activated only when an incident takes place - an approach which has generated industry recognition and substantial funding. With this, the company finds itself well-positioned to help more people manage falls in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Top investors
-14% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2025
$43m
SERIES C
Dec 2021
$40m
SERIES B
Total funding: $104.4m
Company benefits
- Fully remote
- Fully paid employee premiums for Medical, Dental, Vision and Life Insurance
- 401K Program
- Company laptop
- Monthly Education, Well-being & WFH stipends
- Non-accrual PTO
- Growth Potential
- Company Retreats
- Medical & Family/Parental Leave
Company HQ
China Basin, San Francisco, CA
Leadership
George Netscher
(CEO)A UC Berkeley PhD graduate in Computer Vision.
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