Client Success Director

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 45 million people across North America.

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.

• Bachelor’s degree
• 6+ years of professional experience working with strategic/enterprise clients in either account management, client success, or consulting, preferrably within a SaaS organization
• 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
• Strong analytical and problem-solving skills; ability to understand data and present information to clients strategically
• Tremendous interpersonal skills and communication skills; building relationships with ease and communicating effectively (verbal, written, and presentation)
• Familiarity and interest in working directly with C-Suite leaders internally and within client organizations
• Experience working closely with Sales, Product, and Marketing teams to drive results for clients 

Preferred qualifications

• Experience at a high-growth, early-stage startup
• Experience in the B2B2C vendor space or insurance/healthcare tech
• Strong track record of high client satisfaction ratings and proven renewal success
• Familiarity with Salesforce (or other CRM), Notion, and Slack

The salary for this position is approximately $130,000 base salary plus bonus, equity and full benefits package. The exact compensation is decided based on many factors, including but not limited to: skills, qualifications, and geographic location.

To support our employees, we offer comprehensive benefits both in and out of the office. These include premium healthcare, comprehensive paid time off, and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match, along with competitive stock options. With annual retreats, team lunches for our NYC office, and a remote employee stipend, we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!