Customer Success Manager

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.

This role 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 client

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,

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 client 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, 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.