DescriptionAbout 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 the 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 orAccount 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.

• Analyze lifecycle data and translate insights into clear, actionable recommendations for customers and internal business partner teams. • Identify root causes, define and activate solutions, and deploy cross-functional support as needed to drive resolution and improve customer health. • Own and manage the customer lifecycle from onboarding through renewal, ensuring customers achieve defined goals and measurable outcomes. • Conduct quarterly Business Reviews to align performance, value realization, ROI, and proactively position renewals. • Develop and execute detailed account plans to accelerate customers through the Lifecycle Journey, driving adoption, engagement, and long-term success. • Lead customer onboarding and training initiatives to ensure full utilization and optimization of the Tranzact, self-service platform. • Manage Revenue Risk Assessment Dashboards to identify churn risks, develop mitigation strategies, and protect recurring revenue. • Own the renewal process end-to-end, including forecasting, renewal strategy development, pricing discussions (as applicable), stakeholder alignment, and timely contract execution to ensure high gross and net revenue retention. • Identify expansion, upsell, and cross-sell opportunities, partnering with Sales to drive pipeline growth and increase customer lifetime value. • Provide responsive, knowledgeable, efficient, and professional post-sale support through the Tranzact portal, IVR, and email channels. • Maintain an industry wide perspective on best-in-class customer experience practices to continuously elevate service delivery and customer outcomes.

Are you a passionate individual seeking a fulfilling career that offers flexibility and growth opportunities? Look no further! With the option to work from home and enjoy a flexible schedule, you can balance your personal and professional life seamlessly while advancing your career. In this role, you will assume a vital position in securing families’ financial well-being.. Typical day-to-day tasks include: • Conducting virtual consultations with clients. • Assessing clients’ needs and imparting knowledge on solutions. • Cultivating lasting client relationships through consistent, periodic check-ins. • Completing related administrative tasks (like note taking, appointment setting, etc.) as needed. Incentives include but not limited to: • No cold calling • Qualified lead program • Advancement based on performance • Weekly pay • Mentorship and complete training • Industry leading tools and technology access • Work from home (web conference-based presentations) Looking for candidates who hold the below characteristics: Passionate. Competitive. Motivated. Dependable. Hardworking. Adaptable. Flexible, Trainable. If you are a hard-working, motivated team player, this may be an opportunity for you! *All interviews will be conducted via Zoom video conferencing (Global Elite Empire Consultants is a third-party recruiter, not an insurance agency)

• Lead new clients through the full implementation and onboarding process—including platform setup, configuration, and hands-on training—to ensure a smooth and successful transition onto Carefeed’s platform. • Facilitate virtual training sessions and confirm users are confident navigating the system. • Serve as the primary point of contact for assigned client communities, providing high-level support and resolving questions during onboarding. • Develop and customize initial platform solutions to align with each client’s specific needs and workflows. • Digitize and manage client documentation using Adobe and DocuSign, supporting e-signature workflows within Carefeed. • Track client trends, pain points, and product usage to identify opportunities to improve adoption. • Collaborate with the broader Client Experience team to refine processes and build best practices for onboarding, training, and ongoing client engagement.