Customer Success Manager Partner Success New York

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

Job summary

A leading company in the tech-driven support space seeks a Customer Success Manager to oversee partner relationships and enhance client experiences. This hybrid role requires excellent organizational skills and 4+ years' experience in a similar field. Join a mission-driven team with a focus on positive outcomes for families dealing with loss.

Benefits

Premium healthcare with options for $0 deductibles

Comprehensive paid time off

Flexible parental leave

Company-sponsored 401(k) plan with up to 4% employer match

Remote employee stipend

Qualifications

• 4+ years experience in account management or partner success.
• Experience at high-growth startups preferred.
• Familiarity with B2B2C vendor space is a plus.

Responsibilities

• Support new and existing partners, ensuring best-in-class experience.
• Manage partner journey including engagement and renewals.
• Track partnership metrics and deliverables.

Skills

Organizational Skills

Attention to Detail

Client Communication

Project Management

Tools

Salesforce

Asana

Slack

Job description

Empathy was created to help families with everything they face after the loss of a loved one. Powered by tech and driven by purpose, we are on a mission to change the way the world deals with loss, teaming up with some of the world’s biggest and oldest companies to bring a new level of support to those who need it most. It’s unique, rewarding work with many interesting challenges along the way.

Our flagship product is a digital loss companion that accompanies families through every aspect of a loved one’s death, from funeral planning and estate settlement to dealing with grief, mortality, and family. Partnering with families to bring empathy and transparency to every aspect of this difficult time in their lives, we’re on a mission to change the way the world copes with loss.

In this role you will

Our Partner Success team oversees the entire partner 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 Partner 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 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

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. These include premium healthcare with options for $0 deductibles, 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!

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Customer Success Manager

Are you willing to undergo a background check, in accordance with local law/regulations? *

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Are you legally authorized to work in the United States? *

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This role based in NYC. Are you able to commute to our Flatiron office? *

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Do you have at least 4 years of experience supporting clients/partners? *

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Have you worked at a start up previously? *

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Share an example of how you have managed a complex partner relationship from onboarding through renewal.What made it successful? *

What tools have you used to manage partner communications and track success metrics? *

Please describe in a few sentences how you work with partners to address urgent requests. *

At Empathy, we believe that our workforce should reflect the range and variety of the families we serve. We are an equal opportunity employer, where all employment decisions are made without regard to age, sex, race, ethnicity, nationality or nation of origin, religion, ability, medical condition, marital status, pregnancy, gender identity or expression, sexual orientation, veteran status, or any other status protected by local, state, or federal law.