The posting
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.
Our team is passionate, empathetic, and dedicated to getting world-class products in the hands of those dealing with emotionally charged and logistically hard moments of crisis, and to partnering with industry leaders to bring Empathy to the masses. We work collaboratively to identify pain points and design elegant solutions for users and partners alike. We aim to shift cultural conversations and move the industry expectations of supporting people through life’s hardest moments forward.
We’re looking for a Senior Client Marketing Manager to build and lead the strategic client marketing function at Empathy.
This role sits at the intersection of Client Success, Product Marketing, Growth Marketing, Product, and our clients. You’ll bring the marketing lens, serving as a subject matter expert for strategic implementations and ongoing client relationships. You’ll join conversations early to understand each client’s ecosystem, goals, audiences, and constraints, translating those insights into a marketing strategy that drives successful launches, activation and adoption, internal audience readiness, expansion, and long-term client retention.
You’ll also own the operating model for how Marketing engages with clients across the lifecycle, creating the processes, touchpoints, and cross-functional ways of working that allow us to deliver a consistent, high-quality client experience at scale. You’ll establish goals and success metrics, track performance, and use results and client insights to continuously improve how Marketing drives client outcomes.
At its core, this role is about connecting the dots: ensuring that what we build, launch, and communicate internally translates into meaningful outcomes for our clients and their customers. You’ll measure and report on the impact of client marketing, using data and feedback to identify opportunities to improve activation, adoption, engagement, expansion, and retention.
In this role you will
- Serve as the strategic marketing SME for key client implementations, joining discovery early to understand each client’s ecosystem, audiences, goals, constraints, and communications landscape.
- Translate client needs, implementation plans, and business objectives into marketing strategy, customer communications, and touchpoint recommendations.
- Own the connection between Product Marketing, Growth Marketing, Client Success, Implementation and Product, translating product and marketing decisions into clear client implications, communications needs, and downstream actions.
- Establish and own the marketing operating model across the client lifecycle, defining when and how Marketing engages, key milestones, handoffs, routines, and scalable best practices.
- Partner closely with Client Success and implementation teams to ensure clients have the right messaging, resources, campaigns, and communications to successfully launch and drive adoption of Empathy.
- Develop repeatable frameworks and playbooks for client marketing engagement while identifying opportunities to tailor the experience for strategic clients.
- Build strong feedback loops that bring client insights and needs back to Product Marketing, Marketing, Product, and leadership to inform future strategy and product development.
- Own client advocacy strategy, identifying opportunities to develop client stories, testimonials, case studies, references, thought leadership, and other programs that demonstrate Empathy’s impact.
- Lead Empathy’s Customer Advisory Board, building a high-value experience for senior leaders while translating insights into actionable opportunities for Empathy.
- Own the relationship across Marketing and Client Success to identify opportunities to deepen client relationships, increase engagement, and demonstrate measurable value.
- Serve as a trusted strategic advisor to senior client stakeholders and internal teams, bringing clarity to complex initiatives and ensuring strong alignment across stakeholders.
Requirements
- 7+ years of experience in client marketing, customer marketing, product marketing, or a related discipline, preferably in insurance, financial services, SaaS, or another complex B2B/B2B2C environment.
- Proven experience working with enterprise clients and senior stakeholders, with the ability to build trusted relationships and influence without direct authority.
- Strong understanding of marketing strategy, customer communications, product launches, and the customer lifecycle.
- Experience building processes, frameworks, and operating models in a high-growth or evolving organization.
- Exceptional cross-functional collaboration skills, with a demonstrated ability to connect teams, align stakeholders, and drive initiatives forward.
- Strong strategic and analytical thinking, with experience establishing goals and KPIs, measuring and reporting on performance, and translating complex business, product, and client insights into clear marketing strategies and actions that drive impact.
- Excellent communication and presentation skills, including comfort working with executive-level audiences.
- A client-first mindset with strong judgment around when to standardize versus when to customize.
- Comfortable operating in ambiguity, building structure where it does not yet exist, and balancing strategy with hands-on execution.
- Strong AI fluency and a track record of using AI tools to improve strategic thinking, client insights, workflows, communications, and operational efficiency.
The salary for this position is approximately $150,000 - $170,000 plus equity and full benefits package. Our salary is to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, locations, and other job-related qualifications.
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!
