[Hiring] Enterprise Client Success Manager @Empathy

Role Description

In this role you will:

• Support Empathy’s new and existing enterprise life insurance clients, ensuring they receive a best-in-class client experience.
• Oversee the entire client journey, including end-to-end implementation, ongoing engagement, upsells, and renewals.
• Provide ongoing support and communication, managing day-to-day client responsibilities, including tracking tasks and deliverables, leading client meetings, and reporting on various metrics to demonstrate the value of the Empathy product.
• Manage client challenges and escalations, collaborating cross-functionally with Product, Marketing, Care, and Business development as appropriate.
• Leverage data and analytics to expand and optimize Empathy’s impact, with a focus on achieving client KPIs.

Qualifications

• 6+ years of professional experience working with strategic/enterprise clients in either account management, client success, or consulting, preferably within a SaaS organization.
• Experience overseeing the entire client lifecycle post-sale (implementation, adoption, renewals, and upsells).
• Exceptional organizational skills and attention to detail.
• Thrive in a fast-paced and ambiguous environment.
• Strong analytical and problem-solving skills; ability to understand data and present information to clients strategically.
• Tremendous interpersonal skills and communication skills; building relationships with ease and communicating effectively (verbal, written, and presentation).
• Familiarity and interest in working directly with C-Suite leaders internally and within client organizations.
• Experience working closely with Sales, Product, and Marketing teams to drive results for clients.
• Bachelor’s degree.

Requirements

• Experience at a high-growth, early-stage startup.
• Experience in the B2B2C vendor space or insurance/healthcare tech.
• Strong track record of high client satisfaction ratings and proven renewal success.
• Familiarity with Salesforce (or other CRM), Notion, and Slack.

Benefits

• Comprehensive benefits both in and out of the office, including premium healthcare.
• Comprehensive paid time off and flexible parental leave.
• Bereavement care includes premium access to the Empathy platform and support for employees and their families.
• Financial wellness support with a company-sponsored 401(k) plan and up to a 4% employer match.
• Competitive stock options.
• Annual retreats, team lunches for our NYC office, and a remote employee stipend.

Company Description

Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.

We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 50 million people across the US, Canada, and the UK.

Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. We've raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.