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Salary: USD 150,000 - 170,000 / annual
Empathy is a venture-backed platform transforming how families navigate life's most difficult transitions—from bereavement to major life changes—by combining technology with compassionate human care. The company partners with leading employers, insurers, and financial institutions to deliver human-centric support at scale, currently serving over 50 million people across the US, Canada, and the UK. Backed by top-tier investors including General Catalyst and Index Ventures, Empathy has raised over $160 million.
You will build and lead the strategic client marketing function, sitting at the intersection of Client Success, Product Marketing, Growth Marketing, and Product. This role requires you to serve as the marketing subject matter expert for enterprise client implementations and ongoing relationships. You'll join discovery conversations early to understand each client's ecosystem, goals, audiences, and constraints, then translate those insights into marketing strategies that drive successful launches, activation, adoption, and long-term retention.
Key responsibilities include:
- Serve as strategic marketing SME for key client implementations, understanding each client's ecosystem, audiences, goals, and communications landscape
- Translate client needs and business objectives into marketing strategy, customer communications, and touchpoint recommendations
- Own the connection between Product Marketing, Growth Marketing, Client Success, Implementation, and Product teams
- Establish and own the marketing operating model across the client lifecycle, defining engagement milestones, handoffs, and scalable best practices
- Partner with Client Success and implementation teams to ensure clients have messaging, resources, and campaigns for successful launches and adoption
- Develop repeatable frameworks and playbooks for client marketing while identifying opportunities to tailor experiences for strategic clients
- Build feedback loops that bring client insights back to Product, Marketing, and leadership
- Own client advocacy strategy, developing client stories, testimonials, case studies, and thought leadership programs
- Lead Empathy's Customer Advisory Board, building high-value experiences for senior leaders
- Serve as trusted strategic advisor to senior client stakeholders and internal teams
- Establish goals, success metrics, and track performance to continuously improve how Marketing drives client outcomes
Requirements:
- 7+ years of experience in client marketing, customer marketing, product marketing, or related discipline, preferably in insurance, financial services, SaaS, or complex B2B/B2B2C environments
- Proven experience working with enterprise clients and senior stakeholders; ability to build trusted relationships and influence without direct authority
- Strong understanding of marketing strategy, customer communications, product launches, and customer lifecycle
- Experience building processes, frameworks, and operating models in high-growth or evolving organizations
- Exceptional cross-functional collaboration skills with demonstrated ability to connect teams, align stakeholders, and drive initiatives
- Strong strategic and analytical thinking; experience establishing goals and KPIs, measuring performance, and translating complex insights into clear marketing strategies
- Excellent communication and presentation skills, including comfort with executive-level audiences
- Client-first mindset with strong judgment around standardization versus customization
- Comfortable operating in ambiguity and balancing strategy with hands-on execution
- Strong AI fluency and track record of using AI tools to improve strategic thinking, client insights, workflows, and operational efficiency
