Enterprise Client Success Manager

About Empathy

Empathy is revolutionizing how families manage difficult life moments, including bereavement and other major transitions. By blending innovative technology with compassionate human support, the company delivers clarity, comfort, and reassurance when it matters most. Working alongside leading employers, insurers, and financial institutions, Empathy provides meaningful, scalable, human-centered assistance to over 50 million individuals across the US, Canada, and the UK. Supported by prominent investors and having raised over $160 million (including a recent $72 million Series C round), Empathy is positioned to broaden its global impact.

Role Overview

As a member of the Client Success team, you will be accountable for managing the full client lifecycle for enterprise clients, particularly employers, life insurance carriers, and similar organizations. The Enterprise Client Success Manager role demands resourcefulness and a process-driven mindset to maintain a portfolio of key strategic accounts, delivering exceptional experiences that highlight Empathy's positive influence on families coping with loss.

Key Responsibilities

• Provide dedicated support to new and existing enterprise life insurance clients, ensuring superior client satisfaction.
• Manage the end-to-end client experience, including implementation, continued engagement, upselling opportunities, and contract renewals.
• Engage in routine client communication and support activities, such as tracking tasks, leading meetings, and compiling reports that demonstrate Empathy's value.
• Address client issues and escalations proactively by collaborating cross-functionally with Product, Marketing, Care, and Business Development teams.
• Utilize data and analytics insights to broaden and optimize Empathy's impact while focusing on client key performance indicators.

Candidate Requirements

• Minimum six years of experience managing strategic or enterprise clients in roles such as account management, client success, or consulting, ideally within SaaS companies.
• Proven ability to manage all facets of the client lifecycle after the sale, including implementations, adoption, renewals, and upselling activities.
• Excellent organizational prowess and meticulous attention to detail.
• Aptitude for thriving in dynamic, fast-evolving, and uncertain work environments.
• Strong analytical thinking and problem-solving capabilities, with the ability to interpret data and communicate it effectively to clients.
• Exceptional interpersonal and communication skills across verbal, written, and presentation formats, capable of cultivating relationships and engaging effectively with stakeholders.
• Comfort and experience working with C-suite executives both within the company and client organizations.
• Collaborative experience with Sales, Product, and Marketing teams to achieve client success goals.
• Bachelor's degree or equivalent qualification.

Preferred Qualifications

• Background in high-growth, early-stage startups.
• Experience in B2B2C vendor environments or insurance/healthcare technology sectors.
• Consistent record of achieving high client satisfaction and successful contract renewals.
• Familiarity with Salesforce or comparable CRM tools, as well as Notion and Slack platforms.

Compensation and Benefits

Annual base salary ranges from approximately $130,000 to $150,000, complemented with performance bonuses, equity options, and a comprehensive suite of benefits. Final salary is determined by factors such as skills, qualifications, and location. Benefits include premium health insurance, generous paid time off, flexible parental leave, and bereavement support with premium Empathy platform access. Financial wellness offerings encompass a company-sponsored 401(k) with up to 4% employer match and competitive stock options. The company also supports team engagement through annual retreats, team lunches (at the NYC office), and remote employee stipends, fostering a people-first culture.