Vice President of Client Success
About The Position
We are seeking a Vice President of Client Success to lead and scale Catalyst’s end-to-end client experience strategy. This role is ideal for a proactive, analytical leader who enjoys building structure, solving complex problems, and partnering closely with clients to deliver meaningful results. Reporting directly to the CEO and serving as a key member of the executive leadership team, this leader will shape our Client Success vision, develop scalable playbooks, strengthen client relationships, and ensure long-term retention and growth. This role offers a high degree of ownership and autonomy, along with the opportunity to make a direct and lasting impact on both our clients and our organization.
Requirements
- 10+ years of experience in Client Success, Account Management, or Customer Operations
- Experience in B2B services; healthcare or services-based organizations preferred
- Proven success building and scaling structured client success functions
- Strong analytical mindset with experience using metrics and dashboards
- Executive presence with clear, thoughtful communication skills
- Willingness to travel as needed
Responsibilities
- Own the overall health, satisfaction, and retention of Catalyst client accounts
- Build and maintain strong, trusted relationships with client executives
- Establish review cadences, dashboards, and KPIs to proactively manage performance and risk
- Drive renewals, retention, and expansion across all Catalyst service offerings
- Identify opportunities to deepen client partnerships and expand value
- Partner with Finance and Operations to track renewals, lifetime value, and growth
- Design, implement, and continuously refine Catalyst’s Client Success Playbook
- Establish clear processes, expectations, and performance standards
- Ensure consistent execution, documentation, and accountability across the team
- Partner with Sales during pre-sales engagements to clearly articulate value and delivery confidence
- Participate in key prospect conversations as needed
- Ensure seamless transitions from sales to delivery
- Lead and support a small, high-performing team with a hands-on and supportive leadership style
- Provide clear guidance, feedback, and development opportunities
- Foster a culture of ownership, structure, and pride in work
- Translate client insights into actionable input for Operations, Product, and Marketing
- Advocate for client needs at the executive level using data and experience
Benefits
- Operate with meaningful autonomy and influence
- Build scalable systems that drive real, measurable outcomes
- Work in a fast-growing, mission-driven organization
- Be recognized and rewarded for impact and execution
- Continue learning, growing, and taking on new challenges
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
