Client Success Manager

About Empathy

Empathy is changing how families are supported through some of life’s hardest moments, including bereavement and other major transitions. The company blends technology with compassionate human support to provide clarity, reassurance, and peace of mind when it matters most.

It works with leading employers, insurers, and financial services organisations to provide meaningful, human-centred support at scale. Empathy currently serves more than 50 million people across the US, Canada, and the UK.

The company is supported by investors such as General Catalyst, Index Ventures, Adams Street, Aleph, and Entreé Capital. To date, it has raised over $160 million, including a $72 million Series C, to broaden its reach and grow its mission globally.

About the Role

This is a unique chance to join a purpose-led company as it launches in a new market and help define what strong client success looks like from the beginning.

As Empathy’s first Client Success Manager in the UK, you will take full ownership of the post-sale relationship for a portfolio of primarily financial services partners. You will be the trusted contact ensuring that commitments made during the sales process are delivered through smooth implementations, strong adoption, and measurable outcomes that support renewals.

This is not a follow-the-script position. You will contribute to creating the playbook, along with the processes, communication rhythms, and client experiences that will shape the UK success function and influence the company’s regional growth.

This is a hybrid position, with 3 days per week in the office alongside the team.

What You’ll Do

• Serve as the main post-sale contact for a portfolio of insurer and wealth management partners, developing relationships across multiple levels of each client organisation.
• Own onboarding and implementation projects, including timeline management, stakeholder alignment, and early identification and resolution of risks.
• Increase adoption and usage by defining each partner’s success goals, building the right engagement touchpoints, and refining actions using performance metrics and client input.
• Maintain a structured rhythm of client communication, including weekly implementation check-ins when required, monthly and quarterly reviews, and well-prepared QBRs and EBRs that communicate business value clearly.
• Create and keep updated account plans covering objectives, success measures, stakeholder mapping, risk indicators, and renewal readiness.
• Analyse data to spot risks early and lead the creation and rollout of targeted corrective actions.
• Work closely with Product, Care, Marketing, and Sales to create strong client-facing experiences.
• Contribute to the UK success playbook by building repeatable frameworks and processes that can scale with growth.

What We’re Looking For

• At least 4 years of experience managing B2B or B2B2C enterprise accounts in Customer Success or Account Management, with a strong record of building positive client relationships.
• Strong programme and stakeholder management ability, including experience running complex, multi-party initiatives with senior client contacts.
• A confident, data-driven approach with the ability to interpret performance metrics and turn them into a clear value story.
• Excellent communication skills across presentations, written client communication, internal updates, and live conversations.
• A proactive and organised working style; someone who plans ahead, anticipates needs, and follows through consistently.
• Interest in financial services, insurance, or employee benefits, with prior experience in regulated industries considered a strong advantage.
• Comfort with ambiguity and a builder mentality, suited to helping create something new rather than simply maintaining an existing process.

Why Join Empathy

• Work on a mission that has real impact, helping improve the experience of families dealing with bereavement.
• Play a key role in establishing the company in the UK, with meaningful influence over strategy, culture, and process.
• Join a proven platform with 45 million users and a strong track record in the US.
• Be part of a close, collaborative team with direct access to leadership in both the UK and the US.
• Enjoy a competitive package that includes options, 25 days of PTO, a home office and co-working stipend, and an annual wellbeing budget.

Additional Information

The role is based in London, England, United Kingdom and is full-time, onsite/hybrid. The office expectation is 3 days per week in person with the team.

No vacancy count, salary amount, start date, or application deadline was provided in the source.