Enterprise Client Success Manager

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 45 million people across North America.

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.

Our Client Success team oversees the entire client lifecycle working to support employers life insurance carriers and other organizations from implementation onwards. We are dedicated to creating an incredible client experience demonstrating the powerful impact Empathy can have on families dealing with loss. Enterprise Client Success Manager will be resourceful and process-oriented focusing on supporting a portfolio of highly strategic enterprise clients.

• 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

• Bachelor’s degree
• 6+ years of professional experience working with strategic/enterprise clients in either account management client success or consulting preferrably 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 

Preferred qualifications

• 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

The salary for this position is approximately $130000-$150000 base salary plus bonus equity and full benefits package. The exact compensation is decided based on many factors including but not limited to: skills qualifications and geographic location.

To support our employees we offer comprehensive benefits both in and out of the office. These include premium healthcare comprehensive paid time off and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match along with competitive stock options. With annual retreats team lunches for our NYC office and a remote employee stipend we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!

What We Do

Empathy is a leading technology company transforming the way people plan for and navigate life’s toughest moments. By combining cutting-edge innovation with compassion Empathy provides unparalleled support for bereavement estate management legacy planning and more. Trusted by Fortune 500 companies and leading life insurers Empathy serves over 40 million individuals across North America setting a new standard for modern family care and workplace benefits. Empathy’s mission is to make care as practical as it is compassionate—partnering with employers insurers and financial institutions to deliver scalable support that eases emotional burdens simplifies complex logistics and empowers families to move forward with clarity and resilience.