Client Success Manager

EmpathyEmpathy·Remote(London, London, England, United Kingdom)
Customer Success
Excel

WFA Digital Insight

The demand for skilled Client Success Managers in the financial services sector has surged in recent years, with companies seeking professionals who can build lasting relationships with clients. As the market continues to evolve, companies like Empathy are at the forefront, offering innovative solutions to navigate life's challenging transitions. With the growth of the digital landscape, the need for skilled professionals who can manage complex partnerships has never been more pressing. In fact, the industry has seen a significant increase in the adoption of digital solutions, with over 50 million people now relying on Empathy's services. Candidates looking to excel in this role should possess a strong understanding of the financial services sector, excellent communication skills, and the ability to drive adoption and growth. Before applying, it's essential to consider the skills and experience required for this role, as well as the company culture and values that drive Empathy's mission.

Job Description

About the Role

The Client Success Manager position at Empathy is a unique opportunity to join a mission-driven company that is transforming the way families navigate life's most difficult times. As the first Client Success Manager in the UK, you will play a pivotal role in shaping the company's success motion in the region. You will be responsible for managing a portfolio of insurer and wealth management partners, building strong relationships, and driving adoption and growth.

Empathy is a company that combines technology with compassionate human care to bring clarity, comfort, and peace of mind to those navigating life's challenges. With a strong focus on innovation and customer-centricity, Empathy has established itself as a leader in the industry. As a Client Success Manager, you will be part of a dynamic team that is passionate about delivering exceptional client experiences.

What You Will Do

  • Act as the primary post-sale point of contact for a portfolio of insurer and wealth management partners
  • Build strong relationships with clients, understanding their needs and delivering tailored solutions
  • Lead onboarding and implementation workstreams, managing timelines, and aligning stakeholders
  • Drive adoption and utilization by understanding client goals and designing effective touchpoints
  • Develop and maintain living account plans, including goals, success metrics, and stakeholder maps
  • Use data to identify risks and lead the design and implementation of targeted solutions
  • Partner with cross-functional teams, including Product, Care, Marketing, and Sales, to deliver exceptional client experiences
  • Help shape the UK success playbook, building repeatable processes and frameworks that will scale as the company grows
  • Run a disciplined cadence of client engagement, including weekly implementation syncs, monthly and quarterly check-ins, and well-crafted QBRs and EBRs

What We Are Looking For

  • 4+ years of experience in managing B2B or B2B2C enterprise accounts in Customer Success or Account Management
  • Strong program and stakeholder management skills, including experience leading complex workstreams with senior client contacts
  • A data-fluent mindset, with the ability to dig into performance metrics and translate numbers into a clear value narrative
  • Excellent communication skills across all formats, including executive presentations, client emails, and internal briefs
  • A proactive, structured working style, with the ability to anticipate, plan, and follow through
  • Genuine curiosity about the financial services, insurance, or employee benefits space, with prior experience in regulated industries a strong plus
  • Comfort with ambiguity and a builder's mindset, with the ability to create something new and not be intimidated by it

Nice to Have

  • Experience with Excel and other data analysis tools
  • Knowledge of the UK financial services market and regulatory requirements
  • Prior experience in a scaling company, with the ability to adapt to changing circumstances

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a mission-driven company that is making a real difference in people's lives
  • Collaborative and dynamic work environment, with a team that is passionate about delivering exceptional client experiences
  • Professional development opportunities, with the ability to grow and develop your skills and career
  • Flexible working arrangements, with the option to work remotely and have a healthy work-life balance
  • Access to the latest technology and tools, with the ability to stay up-to-date with industry trends and developments
  • Recognition and reward for outstanding performance, with the opportunity to make a real impact on the company's success

How to Stand Out

  • Develop a strong understanding of the financial services sector, including key trends and regulatory requirements.
  • Build a portfolio of examples that demonstrate your ability to drive adoption and growth in previous roles.
  • Practice your communication skills, including executive presentations and client-facing interactions.
  • Be prepared to talk about your experience with data analysis tools, including Excel.
  • Research the company culture and values, and be prepared to discuss how you align with Empathy's mission.
  • Be prepared to provide specific examples of how you have managed complex partnerships and driven growth in previous roles.
  • Consider obtaining relevant certifications, such as those related to data analysis or financial services.

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