About the role

Role Overview

Empathy is hiring its first Client Success Manager (UK). You will own the post-sale client relationship end-to-end for a portfolio of predominantly financial services partners, shaping the UK client success motion as the company enters a new market.

Responsibilities

Act as the primary post-sale point of contact for insurer and wealth management partners, building trusted relationships deep within client organizations.
Lead onboarding and implementation workstreams:
- Manage timelines
- Align stakeholders
- Identify and resolve risks early
Drive adoption and utilization by:
- Understanding what “success” means for each partner
- Designing the right engagement touchpoints
- Iterating based on performance data and client feedback
Maintain a disciplined client engagement cadence:
- Weekly implementation syncs (as needed)
- Monthly and quarterly check-ins
- Lead well-crafted QBRs/EBRs that communicate clear value
Build and maintain living account plans (goals, success metrics, stakeholder maps, risk signals, renewal readiness).
Use data to identify risks early and help design targeted solutions.
Partner cross-functionally with Product, Care, Marketing, and Sales to deliver exceptional client-facing experiences.
Help shape the UK success playbook with repeatable processes and frameworks as the business scales.

Requirements

4+ years managing B2B or B2B2C enterprise accounts in Customer Success or Account Management, with a track record of clients who genuinely value your work.
Strong program and stakeholder management skills, including leading complex multi-threaded workstreams with senior client contacts.
Data-fluent mindset: comfortable analyzing performance metrics and translating them into compelling value narratives.
Excellent communication across formats (executive presentations, client emails, internal briefs, and live conversations).
Proactive, structured approach; you anticipate needs rather than waiting for instructions.
Genuine curiosity about financial services, insurance, or employee benefits (prior regulated industry experience is a plus).
Comfortable with ambiguity and able to thrive in a builder mindset.

Additional Context

Hybrid role: 3 days per week in office with the team.

About Empathy

Empathy is a mission-driven technology company that supports families during difficult life transitions, such as bereavement and other major events. It combines human care with technology to deliver human-centric support at scale for employers, insurers, and financial institutions across the US, Canada, and the UK.