At a Glance
- Tasks: Build strong relationships with clients and ensure their success with our services.
- Company: Empathy, a mission-driven company transforming support for families in tough times.
- Benefits: Competitive salary, 25 days PTO, home office stipend, and annual wellbeing budget.
- Other info: Join a close-knit team with direct access to leadership and growth opportunities.
- Why this job: Make a real impact on families while shaping our presence in the UK market.
- Qualifications: 4+ years in Customer Success or Account Management with strong relationship skills.
The predicted salary is between 50000 - 65000 £ per year.
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 Entre© Capital. We've raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.
About this role
This is a rare opportunity to join a mission‑driven company at the moment it enters a new market, and shape what great looks like from day one. As Empathy's first Client Success Manager in the UK, you'll own the post‑sale relationship with our predominantly financial services partners end‑to‑end. You'll be the person our clients trust to deliver on the promise made during the sale—driving smooth launches, deep adoption, and the kind of measurable value that makes renewal a foregone conclusion. This isn't a role where you're handed a playbook and told to follow it. You'll help write it. You'll design the processes, cadences, and client experiences that will define our UK success motion— with your work directly influencing how Empathy grows across the region. This will be a hybrid role with 3 days a week in office with our team.
Responsibilities
- Act as the primary post‑sale point of contact for a portfolio of insurer and wealth management partners, building relationships that go deep into client organisations.
- Lead onboarding and implementation workstreams— managing timelines, aligning stakeholders, and proactively surfacing and resolving risks before they become problems.
- Drive adoption and utilisation by understanding what success truly looks like for each partner, designing the right touchpoints, and iterating based on performance data and client feedback.
- Run a disciplined cadence of client engagement— weekly implementation syncs where needed, monthly and quarterly check‑ins, and well‑crafted QBRs and EBRs that tell a clear value story.
- Build and maintain living account plans: goals, success metrics, stakeholder maps, risk signals, and renewal readiness assessments.
- Use data to identify risks early and lead the design and implementation of targeted solutions.
- Partner with Product, Care, Marketing, and Sales to deliver exceptional client‑facing experiences.
- Help shape the UK success playbook, building the repeatable processes and frameworks that will scale as we grow.
Requirements
- 4+ years managing B2B or B2B2C enterprise accounts in Customer Success or Account Management—with a track record of clients who genuinely love working with you.
- Strong programme and stakeholder management skills, including experience leading complex, multi‑threaded workstreams with senior client contacts.
- A data‑fluent mindset—comfortable digging into performance metrics and translating numbers into a clear, compelling value narrative.
- Excellent communication across every format: executive presentations, client emails, internal briefs, and live conversations where it counts.
- A proactive, structured working style. You don't wait to be told what to do—you anticipate, plan, and follow through.
- Genuine curiosity about the financial services, insurance, or employee benefits space—prior experience in regulated industries is a strong plus.
- Comfort with ambiguity and a builder's mindset. You're energised by the prospect of creating something new, not intimidated by it.
Why Join Empathy
- Mission that matters—every partnership you manage directly improves the experience of families navigating bereavement.
- First in market—shape how Empathy shows up in the UK, with real influence over strategy, culture, and process.
- Proven platform—you're not selling a concept; you're delivering something with 45 million users and a strong US track record behind it.
- Close‑knit, collaborative team— you'll have a clear line to leadership in both the UK and the US.
- Competitive package—options, 25 days PTO, home office and co‑working stipend, and annual wellbeing budget.
Client Success Manager employer: Elea Ecuador
Empathy is an exceptional employer, offering a unique opportunity to join a mission-driven team that is transforming the way families navigate life's most challenging moments. As the first Client Success Manager in the UK, you'll play a pivotal role in shaping our presence in the market, supported by a close-knit, collaborative culture and a competitive benefits package that includes generous PTO and wellbeing budgets. With a focus on meaningful work and professional growth, Empathy empowers you to make a real impact while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elea Ecuador. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Elea Ecuador before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Elea Ecuador:Your cover letter is your chance to shine! Tell us why you want to work at Elea Ecuador specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Elea Ecuador!
How to prepare for a job interview at Elea Ecuador
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
