Customer Success Manager

About Empathy

Empathy is revolutionizing how families handle some of life's toughest moments, such as bereavement and significant life changes. By integrating innovative technology with compassionate human assistance, Empathy delivers clarity, solace, and reassurance when it is most crucial. The company collaborates with premier employers, insurers, and financial institutions to provide scalable, human-centered support. Currently, Empathy serves over 50 million individuals across the United States, Canada, and the United Kingdom. Supported by leading investors including General Catalyst, Index Ventures, Adams Street, Aleph, and Entreé Capital, Empathy has secured over $160 million in funding, including a $72 million Series C round, to broaden its global influence.

Role Overview

The Customer Success Manager ensures an exceptional partner experience by managing the full customer journey for mid-market clients such as life insurance companies and employers. This involves a hybrid work approach with regular presence expected at the New York Flatiron District office.

Key Responsibilities

• Provide dedicated support to new and existing Empathy partners in life insurance and employer sectors, addressing their inquiries and ensuring a superior partnership.
• Manage the complete partner lifecycle, spanning implementation, continuous engagement, upselling opportunities, and renewals.
• Handle daily partnership activities including task tracking, coordinating meetings, and generating reports to showcase Empathy's value.
• Collaborate cross-functionally with teams such as Product, Marketing, Care, and Business Development to align on partnership objectives.

Required Qualifications

• Minimum four years of experience managing external clients or partners in roles like account management, customer success, implementation, consulting, or project management.
• Strong organizational skills paired with meticulous attention to detail.
• Ability to excel in dynamic, fast-evolving, and uncertain work environments.
• Bachelor’s degree.

Preferred Qualifications

• Experience working in fast-growth, early-stage startups.
• Knowledge of the B2B2C vendor model.
• Proficiency with tools such as Salesforce (CRM), Asana, and Slack.
• Familiarity with the life insurance industry.
• Comfort with extracting data from performance dashboards for reporting.

Compensation and Benefits

The base salary ranges from $110,000 to $130,000, supplemented by variable pay, equity options, and comprehensive benefits. Compensation is influenced by experience, expertise, skills, location, and other job-related qualifications. Empathy offers premium healthcare plans with options for zero deductibles, paid time off, flexible parental leave, bereavement support via the Empathy platform, and a 401(k) plan with up to 4% employer match. Additional perks include competitive stock options, annual retreats, team lunches at the New York office, and a remote work stipend to foster team unity and employee investment.