VP of Customer Success

Summary

Join SafelyYou, a rapidly scaling AI company focused on improving care for those with Alzheimer's and dementia, as their Vice President of Customer Success. This remote role requires leading the customer success strategy, ensuring seamless implementations, driving customer retention, and identifying upsell opportunities. You will build and develop a high-performing team, focusing on successful implementations, customer engagement, and clinical outcomes. The ideal candidate is a customer-centric leader with proven experience in building and scaling customer success teams and a passion for achieving measurable clinical and business outcomes. SafelyYou offers a competitive compensation package and a mission-driven company culture.

Requirements

• Proven ability to lead and develop high-performing teams, with a focus on coaching, mentoring, and fostering a customer-first culture
• Skilled in setting clear performance metrics, providing regular feedback, and aligning team efforts with company objectives
• Strong collaboration skills with teams across sales, marketing, support, quality, and risk to ensure alignment on customer strategies, implementation, and success
• Ability to manage complex stakeholder relationships and act as a bridge between different departments
• Exceptional verbal and written communication skills, with experience delivering presentations to senior executives, external customers, and at industry events
• Ability to communicate complex ideas in simple terms, particularly when presenting clinical and operational data
• Comfortable using Salesforce and analytics platforms to track key metrics, identify trends, and make data-driven decisions
• Strong ability to analyze customer feedback, identify pain points, and continuously improve customer success processes
• A deep passion for customer success, with an empathetic approach to understanding and solving customer challenges
• Self-driven and proactive in identifying opportunities for improvement and growth within customer relationships
• Strong focus on achieving measurable results, particularly in driving customer retention, satisfaction, and revenue growth
• Ability to balance short-term customer needs with long-term strategic goals
• A natural collaborator who thrives in working cross-functionally and believes in the power of teamwork
• Ability to inspire and motivate both your team and other departments toward a unified vision of customer success
• Strong alignment with SafelyYou’s mission to improve clinical outcomes and safety, particularly in preventing falls and enhancing patient care
• Passion for working in a purpose-driven environment and making a meaningful impact on the healthcare industry

Responsibilities

• 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

Benefits

• A mission-driven company culture
• Fully remote
• Stock Options
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision and Life Insurance
• 401K Program
• Company laptop
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave