Mid-Market Client Success Manager

Empathy; New York (NY); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Premium healthcare with $0 deductibles

Comprehensive PTO

Flexible parental leave

Bereavement care with Empathy platform

401(k) with 4% match

Stock options

Annual retreats

Team lunches in NYC

Remote employee stipend

Job summary

Empathy in New York City is seeking a Customer Success Manager to support life insurance and employer partners from implementation through renewal. You will own the partner lifecycle, drive ongoing engagement, and coordinate cross-functional teams to ensure a superior partner experience.

The role emphasizes resourcefulness in a fast-paced startup, with regular commuting to our Flatiron District office. You will help shape onboarding, training, and success metrics across partners, delivering

Qualifications

• 4+ years of experience with external customers/partners in account management, partner/customer success, implementation, consulting, or project management.
• Exceptional organizational skills and attention to detail.
• Thrive in a fast-paced and ambiguous environment.
• Bachelor’s degree

Responsibilities

• Support 10-15 new and existing Empathy life insurance and employer partners, focusing on best-in-class partner experience.
• Oversee the entire partner journey, including implementation, ongoing engagement, upsells, and renewal
• Manage day-to-day partnership tasks, track deliverables, lead partner meetings, and report metrics to demonstrate value of the Empathy product
• Work cross-functionally with Product, Marketing, Care, and Business development to meet mutual partnership goals

Skills

Account management

Partner success

Implementation

Project management

Organizational skills

Attention to detail

Education

Bachelor’s degree

Tools

Salesforce

Asana

Slack

Job 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-centered 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.

In this role you will:

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-centered 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.

In this role you will:

Our Customer Success team oversees the entire customer lifecycle, working to support employers, life insurance carriers, and other organizations from implementation onwards. We are dedicated to creating an incredible partner experience, demonstrating the powerful impact Empathy can have on families dealing with loss.The Customer Success Manager will be resourceful and process-oriented, focusing on supporting our mid-market partners.

This role follows a hybrid work model and requires regular commuting to our office located in the Flatiron District.

Responsibilities

• Support 10-15 new and existing Empathy life insurance and employer partners, responding to their needs and questions, with a focus on creating a best-in-class partner experience


• Oversee the entire partner journey, including implementation, ongoing engagement, upsells, and renewal


• Manage day-to-day partnership responsibilities, including tracking tasks and deliverables, leading partner meetings, and reporting on various metrics to demonstrate the value of the Empathy product


• Work cross-functionally with Product, Marketing, Care, and Business development to ensure Empathy is thoughtfully prepared to meet mutual partnership goals

Requirements

• 4+ years of professional experience working with external customers/partners in either account management, partner/customer success, implementation, consulting, or project management


• Exceptional organizational skills and attention to detail


• Thrive in a fast-paced and ambiguous environment


• Bachelor’s degree

Preferred Qualifications

• Experience at a high-growth, early-stage startup


• Experience in the B2B2C vendor space


• Familiarity with Salesforce (or other CRM), Asana, and Slack


• Understanding of the life insurance space


• Comfortable with pulling data from dashboards for reporting purpose

Salary Range

$110,000 - $130,000 base salary + variable compensation + equity + benefits. Our salary is to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, locations, and other job-related qualifications.

To support our employees, we offer comprehensive benefits both in and out of the office.

Benefits

• premium healthcare with options for $0 deductibles


• comprehensive paid time off


• flexible parental leave


• bereavement care includes premium access to the Empathy platform and support for employees and their families


• company-sponsored 401(k) plan and up to a 4% employer match


• competitive stock options


• annual retreats


• team lunches for our NYC office


• remote employee stipend

We hope you will want to join our exceptional team!