Associate Client Success Manager

Description 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.

About The Team 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 Associate Client Success Manager will be supporting a high-volume book of business of Small and Medium-Sized Business (SMB) clients.

IN THIS ROLE YOU WILL

• Support new and existing SMB clients, responding to their needs and questions, and demonstrating the value of Empathy as a benefit
• Ensure that all inbound SMB client communications are handled in a timely, consistent and professional manner
• Oversee SMB client implementations and also support client renewals and upsells alongside Client Success leadership
• Manage day-to-day client responsibilities, including tracking tasks and deliverables, leading client calls, and conducting bi-annual reporting on various metrics
• Identify and surface client challenges, raising to appropriate cross-functional teams to identify and solve with process improvements

Requirements Qualifications: Basic Qualifications

• 2+ years of experience in customer success, account management, project management and/or operations
• Ability to prioritize and manage multiple tasks
• Attention to detail and high degree of accuracy in task management and follow-through
• Strong communication skills (verbal and written)

Preferred Qualifications

• Bachelor’s degree
• Experience at a high-growth, early-stage startup
• Experience in the B2B2C vendor space
• Familiarity with Salesforce (or other CRM) and Slack
• Comfortable providing support for a high volume of clients/customers

The salary for this position ranges between $96,000-$108,000, which includes base salary and variable components. This is decided based on many factors, including but not limited to: skills, qualifications, and geographic location. In addition to base salary, we are proud to offer stock options in the company and a competitive benefits package.

To support our employees, we offer comprehensive benefits both in and out of the office. These include premium healthcare, comprehensive paid time off, and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match, along with competitive stock options. With annual retreats, team lunches for our NYC office, and a remote employee stipend, we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!