Strategic Client Success Manager

Empathy; New York (NY); Hybrid; USD 140,000 - 160,000; Full time

Benefits offered by this job

Premium healthcare

Generous PTO

Parental leave

Bereavement care

401(k) with 4% match

Stock options

Annual retreats

Team lunches (NYC)

Remote stipend

Job summary

Empathy, based in New York, seeks a Strategic Client Success Manager to oversee a portfolio of enterprise clients from implementation to renewals. You will collaborate with Sales, Product, and Marketing to drive outcomes and ensure a best-in-class client experience for life-insurance and employer partners.

The role requires 6+ years in enterprise client success or related fields, strong communication, and comfort engaging with C-Suite leaders.

Qualifications

• 6+ years of experience with strategic/enterprise clients in account management, client success, or consulting, preferably within a SaaS organization.
• Experience overseeing the entire client lifecycle post-sale (implementation, adoption, renewals, 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
• Bachelor's degree

Responsibilities

• Support 6-8 of 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

Skills

Strategic account management

Client success

SaaS experience

Data analysis

Cross-functional collaboration

Communication

Presentation skills

Education

Bachelor's degree

Tools

Salesforce

Notion

Slack

Job description

Our Next Chapter: Making the Hard Moments Less Hard ->

Join the Team

Strategic Client Success Manager

Client Success | New York

About Empathy

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 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 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 6-8 of 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

Requirements

• 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
• Bachelor's degree

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 $140,000-$160,000 base salary with an approximate OTE of $175,000-$200,000 based on performance plus 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!

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.