Mid-Market Client Success Manager, Empathy

• 4+ years of professional experience working with external customers/partners in either account management, partner/customer success, implementation, consulting, or project management
• Exceptional organizational skills and attention to detail
• Thrive in a fast-paced and ambiguous environment
• Bachelor’s degree

Desirable

• Our Customer Success team oversees the entire customer lifecycle, working to support employers, life insurance carriers, and other organizations from implementation onwards
• We are dedicated to creating an incredible partner experience, demonstrating the powerful impact Empathy can have on families dealing with loss
• The Customer Success Manager will be resourceful and process-oriented, focusing on supporting our mid-market partners
• This role follows a hybrid work model and requires regular commuting to our office located in the Flatiron District
• Support 10-15 new and existing Empathy life insurance and employer partners, responding to their needs and questions, with a focus on creating a best-in-class partner experience
• Oversee the entire partner journey, including implementation, ongoing engagement, upsells, and renewal
• Manage day-to-day partnership responsibilities, including tracking tasks and deliverables, leading partner meetings, and reporting on various metrics to demonstrate the value of the Empathy product
• Work cross-functionally with Product, Marketing, Care, and Business development to ensure Empathy is thoughtfully prepared to meet mutual partnership goals