Client Success Manager

About 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 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. 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. This will be a hybrid role with 3 days a week in office with our team. 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,...

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