Responsibilities

• 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.

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.

Benefits

• 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.