Client Success Director

Client Success Director – Empathy

Join Empathy to apply for the Client Success Director role.

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, supporting over 45 million people across North America.

Backed by top‑tier investors—including General Catalyst, Index Ventures, Adams Street, Aleph, and Entreé Capital—Empathy has raised over $160 million, including a $72 million Series C, to expand its impact worldwide.

Our Client Success team oversees the entire client lifecycle, supporting employers, life insurance carriers, and other organizations from implementation onward. We are dedicated to creating an incredible client experience and demonstrating the powerful impact Empathy can have on families dealing with loss.

• 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 such as 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, focusing on achieving client KPIs

• 6+ years of professional experience working with strategic/enterprise customers or clients in 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
• Thrives in a fast‑paced and ambiguous environment
• Strong analytical and problem‑solving skills; ability to understand data and present information to clients
• Tremendous interpersonal and communication skills—building relationships with ease and communicating effectively (verbal, written, and presentation)

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

Salary Range: $150,000–$170,000 Base + Variable + Equity + Benefits. Compensation is determined by multiple factors including but not limited to relevant experience, knowledge, skills, location, and other job‑related qualifications.

We offer comprehensive benefits both in‑ and out‑of‑the‑office: premium healthcare with $0 deductible options, comprehensive paid time off, flexible parental leave, bereavement care, access to the Empathy platform for employees and their families, a company‑sponsored 401(k) plan with up to 4% employer match, competitive stock options, annual retreats, team lunches for our NYC office, and a remote employee stipend.

We hope you will want to join our exceptional team!

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