Jobs in Waterloo, Canada

CANDIDATES MUST BE LOCATED IN CANADA

SafelyYou’s passionate mission is to empower safer, more person-centered care across senior living through world-leading AI, industry-changing hardware, and remote expert clinicians, significantly improving outcomes for residents while increasing peace of mind for families and reducing costs for communities.

Originating in 2015 as the doctoral research of CEO George Netscher—and inspired by his own family's experience with Alzheimer's disease—SafelyYou was spun out of UC Berkeley’s Artificial Intelligence Research Lab, one of the top five AI research groups in the world. And today, our company is solving critical challenges in senior living, from resident falls and ER visits to staffing concerns, length of stay, and NOI. All helping ensure that communities can focus on improved care for residents while still reaching their financial goals.

SafelyYou is one of five most innovative fall technologies referenced in the Senate Falls Report (2019), a winner of the McKnight’s Tech Partner of the Year, and has been named to Fortune’s Impact 20 list, which recognizes companies making people’s lives better through innovation.

The Clinical Success Manager is responsible for overseeing the successful deployment, adoption, and ongoing utilization of our technology. This role integrates customer success and implementation leadership, ensuring that clients achieve measurable outcomes that support retention, renewal, expansion, and long-term partnerships.

Successful candidates will possess strong project management capabilities, advanced interpersonal and communication skills, and a demonstrated ability to deliver high-quality customer service. The position requires proficiency in analyzing data to inform client strategies, as well as the ability to operate effectively in a fast-paced, technology-driven environment. A commitment to advancing excellence within senior care and broader healthcare settings is essential.

• Serve as the primary SafelyYou point of contact for internal and external stakeholders for implementation, go-live, and ongoing customer success.
• Manage a portfolio of implementation projects, ensuring delivery on time, within scope, and within budget.
• Lead virtual and onsite assessments to understand technical requirements, plan project logistics, and support installation of sensors, networking equipment, and servers.
• Collaborate cross-functionally with clinical success, sales/account management, engineering, AI, marketing, finance and supply chain teams to ensure alignment and seamless customer experience.
• Develop and document accurate scope of work, coordinate material procurement, and oversee vendor performance to meet quality standards.
• Guide communities through onboarding and pilot periods, including weekly status calls, fall huddles, opt-in/consent strategies, training and technical platform support.
• Deliver virtual and onsite training sessions for staff, leadership, marketing/sales teams, and families to support go-live readiness, platform adoption and fall-prevention practices.
• Analyze fall events and clinical data to drive adoption of fall-reduction strategies.
• Build trusted relationships with communities by addressing questions, resolving concerns, and demonstrating empathy and professionalism.
• Drive projects forward, proactively resolving challenges to ensure an exceptional customer experience and meaningful impact on resident safety and care outcomes.
• Remote support during implementation of equipment for the installer or other remote contacts.

• Eligible and available for travel to the United States as needed
• Willingness to travel up to 25% of the time
• Fully bilingual in French and English
• Clinically licensed to practice in Canada (PT, PTA, OT, OTA, LVN, or RN is required)
• Based in Canada
• Required to provide proof of COVID-19 vaccination
• Clinical expertise in falls management, root cause analysis, and interventions

• Bachelor’s or Master’s degree
• A minimum of 5+ years experience as a Customer Success Manager or equivalent in a Canadian healthcare setting, preferably in a healthcare SaaS startup environment
• Experience as a Project Manager preferably in a startup environment
• Strong organizational skills with the ability to deliver on multiple projects at a time
• Experience architecting solutions and integrations for a diverse set of customers
• Willingness to travel up to 25% of the time - ideally with your own vehicle
• Ability to lift and handle equipment when needed
• Passionate about SafelyYou’s mission and our technology
• 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
• 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 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, SalesForce, Slack and other online platforms

SafelyYou offers a competitive compensation package, including but not limited to:

• 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

At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.

Let’s recruit together and find your next colleague.