Careers

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.

The Implementation Manager plays a pivotal role in ensuring a seamless, high-impact start for new clients. Working alongside a dedicated Client Success Manager who owns the overall relationship, this role focuses on the critical early stages of the client journey—leading implementation, guiding setup, and driving adoption across key workflows.

You’ll act as the client’s trusted expert for platform configuration and best practices, helping them realize value quickly and effectively. This role combines strong project management, technical acumen, and a consultative mindset to ensure every launch is smooth, every client feels supported, and every partnership starts on the right foundation.

Key Responsibilities

• Lead new client implementations from kickoff through launch, ensuring all setup, configuration, and testing steps are completed successfully.
• Partner closely with the assigned Client Success Manager to deliver a unified, high-touch client experience during onboarding and early adoption.
• Monitor adoption metrics and usage patterns to identify engagement trends, surface insights, and recommend optimization opportunities.
• Develop and maintain onboarding materials, including implementation checklists, training guides, and client documentation.
• Collaborate cross-functionally with Product, Support, and Operations to resolve client setup needs and streamline implementation processes.
• Continuously refine onboarding and adoption playbooks, contributing to the evolution of scalable, repeatable processes.

• 3-5 years of experience in client onboarding, implementation, or customer success roles within a B2B or enterprise SaaS environment.
• Strong project management skills with the ability to coordinate complex initiatives, streamline cross-functional efforts, and ensure timely, high-quality delivery.
• Able to effectively manage multiple account launches while knowing when to go deeper on specific customer needs, maintaining the right balance between scalable workflows and repeatable, high-quality support.
• Passionate about turning complex data into clear insights, surfacing meaningful trends, and shaping actionable recommendations in close partnership with analytics teams.
• Excellent communication and facilitation skills, with the ability to engage both technical and non-technical audiences.
• Advanced proficiency with CRM and project management platforms (e.g., Salesforce, HubSpot, Asana, Monday.com), leveraging these tools to optimize workflows, drive data-informed decisions, and enhance operational efficiency.
• A proactive, solutions-oriented approach and a passion for delivering exceptional client experiences.

The salary for this position ranges between $100,000-$110,000, 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!