Vice President of Client Success

Serviam Care Network, P.B.C.•Kansas City, KS

30d

About The Position

Catalyst Senior Living Solutions was formed through the merger of Serviam Care Network’s VIA Contact Center and Columbia Pacific’s Senior Living Financial Specialist business. Together, we aspire to deliver world-class services to senior living operators nationwide through two key service lines: Catalyst Contact Center (C3): transforming how communities engage prospective residents. Catalyst Financial Advocates (CFA): guiding families through the financial transition into care. Our mission is clear: to transform the way senior living communities support families and drive growth. We are seeking a dynamic and strategic Vice President of Client Success to lead the client experience strategy across all service lines. This executive will be responsible for driving client satisfaction, retention, and growth, while serving as the voice of the customer within Catalyst. As a member of the executive team reporting directly to the CEO, you will create and implement a scalable Client Success Playbook, support sales growth, and strengthen operational performance through collaboration and client feedback.

Requirements

10+ years of experience in client success, account management, or customer operations, ideally in B2B, healthcare, or senior living sectors.
Proven success in building and scaling client success teams and playbooks.
Strong interpersonal, executive presence, and communication skills.
Strategic thinker with a track record of driving measurable results.
Skilled at influencing outcomes across cross-functional teams.
Willingness to travel to meet with clients and support sales activities.

Responsibilities

Own the overall health and satisfaction of all client accounts across Catalyst’s portfolio.
Build and maintain strong executive-level relationships with client stakeholders.
Develop metrics, dashboards, and review processes to proactively monitor satisfaction.
Drive client retention and reduce churn across all service lines.
Identify and execute opportunities to expand services within the existing client base.
Collaborate with finance and operations to track client lifetime value and renewals.
Deliver measurable outcomes that result in client testimonials and references.
Design, implement, and refine Catalyst’s Client Success Playbook.
Establish processes, communication standards, and KPIs for the client success team.
Train and mentor team members to deliver service excellence.
Partner with sales in pre-sales discussions, showcasing value and client journey.
Attend key prospect meetings to instill confidence in Catalyst’s delivery.
Ensure smooth transition of new clients from sales to operations.
Synthesize client feedback to inform product and service enhancements.
Collaborate with Operations, Product, and Marketing to ensure alignment with client needs.
Advocate for clients in strategic discussions at the executive level.