Strategic Enterprise Client Success Lead

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

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.