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Vice President of Client Success

9 hours ago

Kansas City, Missouri, United States Serviam Care Network, P.B.C. Full time

Vice President of Client Success

Kansas City Metro | Full-Time | Reporting to the CEO

Company: Catalyst Senior Living Solutions

About Catalyst Senior Living Solutions

Catalyst is transforming the way senior living operators manage leads and support families—from first contact through financial clarity. We streamline the lead management and engagement process so operators can stay focused on what matters most: delivering exceptional care to their residents. Our approach is data-driven, family-centered, and operator-focused, ensuring measurable outcomes without losing the human connection.

What sets Catalyst apart is our commitment to customized service. We do not believe in one-size-fits-all solutions; every operator is unique, and our strategies are tailored accordingly. Through seamless contact center support and financial advocacy, we enhance the family experience while providing real-time, actionable insights that empower our partners to optimize performance and improve results.

At Catalyst, technology, insight, and empathy come together to drive better experiences for operators, families, and communities alike.

Position Overview

We are seeking a Vice President of Client Success to own, architect, and drive Catalyst's end-to-end client experience strategy. This role is ideal for a highly proactive, analytical, and take-charge leader who thrives in fast-moving, outcome-driven environments and takes personal ownership for results.

Reporting directly to the CEO and serving as a key member of the executive leadership team, this leader will build and scale a Client Success Playbook, ensure client retention and expansion, and serve as the voice of the customer across the organization.

This role requires someone who thinks ahead, moves decisively, and expects high standards—from themselves and from others.

Ideal Candidate Profile

The successful candidate is a results-driven, assertive leader who values independence, structure, and accountability.

You are someone who:

  • Is proactive and decisive, preferring to move forward rather than wait for direction
  • Thinks strategically but acts pragmatically, making well-reasoned, low-drama decisions
  • Is competitive by nature and motivated by clear goals, progress, and measurable wins
  • Thrives in environments that offer freedom, change, and constant problem-solving
  • Is a conservative risk-taker—you will move quickly once you've validated the facts
  • Holds yourself and your team to high standards, following up relentlessly on anything outstanding
  • Communicates in a direct, factual, no-nonsense manner; you value clarity over persuasion
  • Requires data, metrics, and evidence to inform decisions
  • Moves quickly from one solved problem to the next challenge to conquer

You are not motivated by "busy work" or excessive discussion—you are energized by projects, outcomes, and progress.

Key Responsibilities

Client Satisfaction & Relationship Ownership

  • Own the overall health, satisfaction, and retention of all Catalyst client accounts
  • Build and maintain strong executive-level client relationships
  • Establish disciplined review cadences, dashboards, and KPIs to proactively manage risk and performance

Revenue Retention & Expansion

  • Drive renewal, retention, and expansion across all service lines
  • Identify opportunities to deepen client engagement and expand services
  • Partner with Finance and Operations to track lifetime value, renewals, and growth

Client Success Playbook & Process Discipline

  • Design, implement, and continuously refine Catalyst's Client Success Playbook
  • Establish clear processes, expectations, and performance standards for the team
  • Ensure consistent execution, documentation, and accountability

Sales Enablement & Pre-Sales Support

  • Partner with Sales during pre-sales engagements to articulate value and delivery confidence
  • Participate in key prospect meetings as needed
  • Ensure seamless transitions from sales to delivery with no loss of momentum

Leadership & Team Management

  • Lead a small, high-performing team with a direct, hands-on management style
  • Provide clear instruction, expectations, and feedback
  • Maintain structure, order, and discipline across workflows and deliverables

Cross-Functional Collaboration

  • Translate client feedback into actionable insights for Operations, Product, and Marketing
  • Advocate for client needs at the executive level with facts and data

Qualifications

  • 10+ years of experience in Client Success, Account Management, or Customer Operations
  • Experience in B2B services; healthcare or services-based organizations preferred
  • Proven ability to build and scale structured client success functions
  • Strong analytical mindset with comfort using metrics and dashboards
  • Executive presence with a clear, direct communication style
  • Willingness to travel as needed

Why Join Catalyst?

Catalyst offers the opportunity to:

  • Operate with autonomy and authority
  • Build scalable systems that drive measurable outcomes
  • Lead in a fast-moving, project-oriented environment
  • Be rewarded for performance, execution, and results
  • Continuously learn, grow, and tackle new challenges

This role is ideal for a leader who values clarity over consensus, progress over process, and results over rhetoric.