Vice President of Client Success
About The Position
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.
Requirements
- 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
Responsibilities
- 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
- 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
- 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
- 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
- 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
- Translate client feedback into actionable insights for Operations, Product, and Marketing
- Advocate for client needs at the executive level with facts and data
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
