Gerente de sucesso do cliente

<p><strong>About Empathy</strong></p><p>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.</p><p>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.</p><p>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.</p><p><br></p><p><strong>About this role</strong></p><p>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.</p><p>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.</p><p>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.</p><p>This will be a hybrid role with 3 days a week in office with our team.</p><p><br><br></p>In this role you will: <p><br></p><ul><li>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.</li><li>Lead onboarding and implementation workstreams — managing timelines, aligning stakeholders, and proactively surfacing and resolving risks before they become problems.</li><li>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.</li><li>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.</li><li>Build and maintain living account plans: goals, success metrics, stakeholder maps, risk signals, and renewal readiness assessments.</li><li>Use data to identify risks early and the lead the design and implementation of targeted solutions</li><li>Partner with, Product, Care, Marketing, and Sales to deliver exceptional client-facing experiences.</li><li>Help shape the UK success playbook, building the repeatable processes and frameworks that will scale as we grow.</li></ul><p><br><br></p>Requirements: