Customer Success Manager/Client Relationship Manager in Kansas City, Missouri at Catalyst Senior Living Solutions

About Catalyst Senior Living Solutions

Catalyst Senior Living Solutions is a purpose-built services platform designed to help senior living operators drive occupancy, reduce operational friction, and deliver a more human, connected experience for residents and families as they enter the senior housing journey.

Through our Catalyst Contact Center, C3 platform, workflow technology, and emerging AI-enabled solutions, we help senior living communities respond faster, engage more thoughtfully, and convert demand into move-ins with greater consistency. Our work strengthens the “front door” of our clients’ organizations and supports a better experience for families during some of the most important decisions of their lives.

The Opportunity

Catalyst Senior Living Solutions is seeking a relationship-driven and highly organized Customer Success Manager to help protect and grow our recurring revenue base by managing the full client lifecycle—from onboarding and implementation through adoption, performance review, optimization, retention, and expansion.

The Customer Success Manager serves as a trusted advisor to senior living operators and a key liaison between clients and Catalyst’s internal service delivery, platform services, sales, and leadership teams. The ideal candidate is a polished communicator who builds trust quickly, uses data to drive meaningful recommendations, anticipates customer needs, and thrives in a fast-paced, purpose-driven growth company. This is an opportunity to help senior living communities strengthen their “front door,” improve the experience for prospective residents and families, and build lasting partnerships with clients across the senior living industry.

What You’ll Do

• Serve as the primary day-to-day point of contact for assigned client accounts, building and maintaining trusted relationships with stakeholders at multiple levels.

• Lead or support onboarding activities for new clients, new communities, and expanded service implementations.

• Prepare and facilitate recurring client meetings, including check-ins, performance reviews, and business reviews with clear, data-driven presentations.

• Proactively identify client concerns, performance risks, and potential churn signals, and coordinate timely resolution.

• Identify and support opportunities to expand Catalyst services within existing client portfolios.

• Collaborate cross-functionally with service delivery, platform services, sales, finance, and executive leadership to keep client expectations and internal execution aligned.

• Contribute to the development of Catalyst’s client success playbooks, account health processes, and reporting standards.

What We’re Looking For

• Minimum of 5 years of experience in client success, account management, customer operations, customer implementation, or a comparable client-facing role.

• Experience in B2B services, SaaS-enabled services, healthcare, senior living, contact center operations, or CRM-driven environments preferred.

• Bachelor’s degree preferred, or equivalent combination of education and professional experience.

• Strong relationship-building skills with a consultative, polished, and professional communication style.

• Demonstrated ability to lead client meetings, present performance data, and facilitate business reviews.

• Strong organizational skills with the ability to manage multiple customer priorities simultaneously.

• Comfortable working in an entrepreneurial, fast-paced, growth-oriented environment.

• Ability to travel periodically (~10%) for client meetings, conferences, and implementations.

Our Core Values

The Customer Success Manager is expected to model Catalyst’s core values in every client and team interaction:

• Advocate’s Heart — Serve clients, seniors, families, and communities with empathy, compassion, and ownership.

• Curious Learners — Ask thoughtful questions, learn from data and feedback, and continuously improve.

• Anticipate Needs — Identify risks and client needs before they become problems.

• Moment Makers — Create trust-building experiences that reinforce Catalyst’s brand.

• Courageous Mindset — Address issues directly and lead through ambiguity in a growing company.

Why Join Catalyst?

Catalyst is helping transform the way senior living operators manage the first and most important moments of the resident and family journey. As Customer Success Manager, you will play a meaningful role in building trusted client partnerships, improving measurable outcomes, and helping communities create a more responsive, connected, and human experience for the families they serve.

If you are a mission-driven professional who thrives on building relationships with customers, driving results, and making a real difference in people’s lives, we’d love to hear from you.

Catalyst Senior Living Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.