Enterprise Client Success Manager

Join Empathy, a company dedicated to supporting families dealing with loss. As an Enterprise Client Success Manager, you will oversee the entire client lifecycle, ensuring a best-in-class experience for our strategic enterprise clients. You will manage day-to-day client responsibilities, track tasks and deliverables, lead client meetings, and report on various metrics. You will also collaborate cross-functionally with Product, Marketing, Care, and Business Development. This role offers competitive benefits, including paid time off, premium healthcare, stock options, parental leave, and financial wellness.

• 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.
• Manage client challenges and escalations, collaborating cross-functionally with Product, Marketing, Care, and Business development as appropriate.
• 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
• Bachelor’s degree
• Tremendous interpersonal skills and communication skills; building relationships with ease and communicating effectively (verbal, written, and presentation)
• 6+ years of professional experience working with strategic/enterprise clients in either account management, client success, or consulting, preferrably within a SaaS organization
• Familiarity and interest in working directly with C-Suite leaders internally and within client organizations
• Strong analytical and problem-solving skills; ability to understand data and present information to clients strategically
• Experience working closely with Sales, Product, and Marketing teams to drive results for clients
• Experience at a high-growth, early-stage startup
• Strong track record of high client satisfaction ratings and proven renewal success
• Experience in the B2B2C vendor space or insurance/healthcare tech
• Familiarity with Salesforce (or other CRM), Notion, and Slack