Strategic Client Success Manager

Empathy•New York, NY

About The Position

Empathy is seeking a resourceful, process-oriented Enterprise Client Success Manager to support a portfolio of highly strategic enterprise clients. The role focuses on life insurance clients and spans the post-sale client lifecycle, including implementation, ongoing engagement, upsells, and renewals. The manager will provide a high-quality client experience and demonstrate Empathy’s impact for families navigating loss and other major life transitions. The position supports 6–8 new and existing enterprise clients and works cross-functionally with teams including Product, Marketing, Care, and Business Development.

Requirements

At least 6 years of professional experience working with strategic or enterprise clients in account management, client success, or consulting, preferably within a SaaS organization.
Experience overseeing the post-sale client lifecycle, including implementation, adoption, renewals, and upsells.
Exceptional organizational skills and attention to detail.
Ability to thrive in a fast-paced and ambiguous environment.
Strong analytical and problem-solving skills, including the ability to understand data and present information strategically to clients.
Strong interpersonal and communication skills, including verbal, written, and presentation skills, and the ability to build relationships.
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 client results.
Bachelor’s degree.

Nice To Haves

Experience at a high-growth, early-stage startup.
Experience in the B2B2C vendor space or insurance/healthcare technology.
A strong track record of high client satisfaction ratings and proven renewal success.
Familiarity with Salesforce or another CRM, Notion, and Slack.

Responsibilities

Support 6–8 new and existing enterprise life insurance clients, ensuring a best-in-class client experience.
Oversee the full client journey, including end-to-end implementation, ongoing engagement, upsells, and renewals.
Manage day-to-day client responsibilities, including tracking tasks and deliverables, leading client meetings, and reporting metrics that demonstrate product value.
Manage client challenges and escalations in collaboration with Product, Marketing, Care, and Business Development, as appropriate.
Use data and analytics to expand and optimize Empathy’s impact, with a focus on achieving client KPIs.

Benefits

Premium healthcare.
Comprehensive paid time off.
Flexible parental leave.
Premium access to the Empathy platform and support for employees and their families through bereavement care.
Company-sponsored 401(k) plan with up to a 4% employer match.
Competitive stock options.
Annual retreats.
Team lunches for the NYC office.
Remote employee stipend.
Full benefits package.