Client Success Manager

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 45 million people across North America and launched in the UK earlier this year. 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.

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.

In this role you will:

• 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, Implementation, Account Management, or Consulting — 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.