Client Success Manager | JobSetuu

Description

Job Overview

• Source: RemoteOK

Job Description

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.

• 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, and Sales to deliver exceptional client-facing experiences.
• Help shape the UK success playbook, building the repeatable processes and frameworks that will scale as we grow.

• 4+ years managing B2B or B2B2C enterprise accounts in Customer Success orAccount 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. You don't wait to be told what to do — you 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. You're energised by the prospect of creating something new, not intimidated by it.

Why Join Empathy

• Mission that matters — every partnership you manage directly improves the experience of families navigating bereavement.
• First in market — shape how Empathy shows up in the UK, with real influence over strategy, culture, and process.
• Proven platform — you're not selling a concept; you're delivering something with 45 million users and a strong US track record behind it.
• Close-knit, collaborative team — you'll have a clear line to leadership in both the UK and the US.
• Competitive package —options, 25 days PTO, home office and co-working stipend, and annual wellbeing budget.

Expert Career Tips for Client Success Manager Roles

To succeed in a competitive market as a Client Success Manager , you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Client Success Manager requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Client Success Manager position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.