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Roles
Compensation
Competitive package with options (unspecified), 25 days PTO, home office and co-working stipend, and annual wellbeing budget.
- Salary period
- unclear
- Equity
- options (unspecified)
Benefits
- 25 days PTO
- home office and co-working stipend
- annual wellbeing budget
- options (unspecified)
Tech stack
Location
London, London, England, United Kingdom
Work setup
- Employment
- full-time
- Level
- Senior
- Remote policy
- Hybrid role with 3 days a week in office with the team; work arrangement listed as Remote.
- Remote scope
- unclear
Role details
Responsibilities
- 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 lead the design and implementation of targeted solutions.
- Partner with Product, Care, Marketing, and Sales to deliver exceptional client-facing experiences.
- Help shape the UK success playbook, building the repeatable processes and frameworks that will scale as Empathy grows.
Requirements
- 4+ years managing B2B or B2B2C enterprise accounts in Customer Success or Account Management, with a track record of clients who genuinely love working with you.
- Strong programme and stakeholder management skills, including experience leading complex, multi-threaded workstreams with senior client contacts.
- A data-fluent mindset — comfortable digging into performance metrics and translating numbers into a clear, compelling value narrative.
- Excellent communication across every format: executive presentations, client emails, internal briefs, and live conversations where it counts.
- A proactive, structured working style — anticipate, plan, and follow through.
- Genuine curiosity about the financial services, insurance, or employee benefits space; prior experience in regulated industries is a strong plus.
- Comfort with ambiguity and a builder's mindset.
Application
Please mention the word **ENERGIZE** and tag RMTM4LjIwMS4xMjYuMTgx when applying to show you read the job post completely (#RMTM4LjIwMS4xMjYuMTgx).
- Portfolio
- not required
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- external
Company context
Transform the way families navigate life’s most difficult times by combining technology with compassionate human care.
- Product
- Technology-enabled human-centric support for families navigating life transitions (partnered support for employers, insurers, and financial institutions).
- Industry
- Financial services, insurance, employee benefits
- Stage
- Series C
- Funding
- Raised over $160 million to date, including a $72 million Series C.
Description
Empathy is transforming the way families navigate life’s most difficult times by combining technology with compassionate human care. Empathy partners with leading employers, insurers, and financial institutions to deliver human-centric support at scale, supporting over 50 million people across the US, Canada, and the UK. About the role As Empathy's first Client Success Manager in the UK, you will own the post-sale relationship with predominantly financial services partners end-to-end. You will help write the playbook and design processes, cadences, and client experiences that define the UK success motion. This is a hybrid role with 3 days a week in office with the team. In this role you will: - Act as the primary post-sale point of contact for a portfolio of insurer and wealth management partners. - Lead onboarding and implementation workstreams, managing timelines, aligning stakeholders, and surfacing and resolving risks. - Drive adoption and utilisation by understanding partner success and iterating based on performance data and client feedback. - Run a disciplined cadence of client engagement including weekly implementation syncs, monthly and quarterly check-ins, and QBRs/EBRs. - Build and maintain living account plans including goals, success metrics, stakeholder maps, risk signals, and renewal readiness assessments. - Use data to identify risks early and lead design/implementation of targeted solutions. - Partner with Product, Care, Marketing, and Sales to deliver exceptional client-facing experiences. - Help shape the UK success playbook with repeatable processes and frameworks that scale as the company grows.
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