• Deliver value to customers during the entire duration of the partnership. • Help customers identify and realize positive business outcomes. • Build and maintain long-lasting customer relationships. • Drive product adoption for post-implementation stage customers. • Collaborate with internal teams to improve offerings. • Maintain accurate customer records in Salesforce.

• Responds timely to client requests and prompt placement of orders • Provides timely quotes for customers • Researches open orders and provide ETA information to clients

DescriptionEmpathy 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 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 willOur 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. Enterprise Client Success Manager will be resourceful and process-oriented, focusing on supporting a portfolio of highly strategic enterprise clients. - 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 Requirements - 6+ years of professional experience working with strategic/enterprise clients in either account management, client success, or consulting, preferrably within a SaaS organization - 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 - Bachelor’s degree Preferred qualifications - 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 The salary for this position is approximately $130,000-$150,000 base salary plus bonus, equity and full benefits package. The exact compensation is decided based on many factors, including but not limited to: skills, qualifications, and geographic location. 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!

• Own a portfolio of dealership partners and drive full activation, sustained utilization, and measurable results • Move dealers from live to full activation and ensure consistent execution across BDC, service teams, and leadership • Identify underlying issues impacting performance and drive the right actions to improve results • Partner directly with Service Managers, BDC Managers, GMs, and leadership to influence behavior and outcomes • Increase utilization and volume, recover at-risk dealers, and expand high-performing accounts • Track key metrics including appointments, utilization, and growth, and hold dealers accountable to outcomes through MBRs and QBRs • Identify patterns across dealers, surface insights, and provide feedback to improve playbooks and processes • Mentor and support DSMs to improve execution and overall team performance