Client Success Director

Empathy • New York, NY

11h • $130,000

About The Position

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.
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.
In this role you will
Our Client Success team oversees the entire client lifecycle, working to support employers, life insurance carriers, and other organizations from implementation onwards. We are dedicated to creating an incredible client experience, demonstrating the powerful impact Empathy can have on families dealing with loss. The Client Success Director will be resourceful and process-oriented, focusing on supporting a portfolio of highly strategic enterprise clients.

Requirements

• Bachelor’s degree
• 6+ years of professional experience working with strategic/enterprise clients in either account management, client success, or consulting
• Experience overseeing the entire client lifecycle post-sale (implementation, adoption, renewals, and 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

Nice To Haves

• Experience at a high-growth, early-stage startup
• Experience in the B2B2C vendor space or insurance/healthcare tech
• Strong track record of high client satisfaction ratings and proven renewal success
• Familiarity with Salesforce (or other CRM), Notion, and Slack

Responsibilities

• Support 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

Benefits

• premium healthcare
• comprehensive paid time off
• flexible parental leave
• premium access to the Empathy platform and support for employees and their families
• company-sponsored 401(k) plan and up to a 4% employer match
• competitive stock options
• annual retreats
• team lunches for our NYC office
• remote employee stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 11-50 employees