Mid-Market Client Success Manager

Socket.dev; New York (NY); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Premium healthcare

401(k) with up to 4% company match

Stock options

Remote employee stipend

Annual team retreats

Job summary

Empathy in New York is seeking a Customer Success Manager to nurture mid-market partners from onboarding through renewal. You will manage 10-15 accounts, drive adoption, and coordinate cross-functional teams to ensure a superior partner experience.

The role requires 4+ years of external customer-facing work, strong organization, and the ability to thrive in a fast-paced startup environment. A bachelor’s degree is required, with hybrid work at our Flatiron office.

Qualifications

• 4+ years of professional experience working with external customers/partners in account management, partner success, implementation, consulting, or project management.
• Exceptional organizational skills and attention to detail.
• Experience in a fast-paced startup or growth environment is preferred, with a life insurance domain familiarity a plus.

Responsibilities

• Support 10-15 new and existing life insurance and employer partners, delivering a best-in-class partner experience.
• Oversee the entire partner journey from implementation through renewal and upsell.
• Coordinate cross-functional work with Product, Marketing, Care, and Business Development to meet mutual goals.
• Track tasks, lead partner meetings, and report on metrics to demonstrate product value.

Skills

Customer success

Account management

Project management

Communication

Education

Bachelor's degree

Tools

Salesforce

Asana

Slack

Job description

Empathy is transforming the way families navigate lifes 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 Entre e9 Capital. Weve 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
• Bachelors 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. 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!