Enterprise Client Success Coordinator

Empathy is on a mission to help families through life's most challenging moments. Our award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, we enable families to focus on what truly matters and support them through the emotions that follow.

Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.

About the Team

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.

This junior team member plays a key role in supporting Empathy's partnerships with complex enterprise insurance carriers and employers. They assist in delivering a smooth and impactful client experience by contributing to training, onboarding, documentation, and day-to-day account management tasks.

Working closely with senior Client Success team members, they provide hands-on operational support, training, and customer lifecycle management to ensure clients and their members receive a seamless experience from launch through renewal. Over time, they may progressively take on greater ownership of some client relationships and may begin managing a set of accounts independently.

Key Responsibilities:

• Coordinate and deliver product training sessions for Empathy's clients.
• Support implementation logistics and resource delivery for new enterprise accounts.
• Respond to routine account and user inquiries, triaging support tickets for escalation when needed.
• Maintain and update client-facing guides, FAQs, and educational materials.
• Track onboarding and training tasks for multi-stakeholder projects and regularly report on progress.
• Compile and analyze user engagement and account data to support senior CSMs in client business reviews.
• Prepare concise status updates and documentation for client success meetings.
• Clearly communicate client needs and feedback internally to Marketing, Product, and Data teams.
• Help manage select client relationships and recommend improvements to the overall client and user journey.

Qualifications: 

• 2+ years of experience in client success, support, training, or administrative roles within B2B or enterprise environments
• Demonstrated ability to learn quickly and adapt in a fast-paced, dynamic setting
• Comfortable with ambiguity, approaching evolving priorities with curiosity and creative, proactive problem-solving
• Proven ability to plan, structure, and deliver clear presentations and trainings to clients
• Ability to analyze client and user data, identify trends, and translate insights into actionable recommendations
• Genuine passion for delivering exceptional experiences for clients and end users
• Familiarity with Google Workspace, Salesforce, and Figma preferred

The salary for this position ranges between $80,000-$90,000, which includes base salary and variable components. This is decided based on many factors, including but not limited to: skills, qualifications, and geographic location. In addition to base salary, we are proud to offer stock options in the company and a competitive benefits package.

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