VP of Customer Success

Citylitics delivers predictive intelligence on local utility & public infrastructure markets.
What is Infrastructure? It is the roadways you rely on to safely get to Grandma's house, it's the potable water that comes out of your kitchen tap that you wash your family's food with and it's the energy that heats our homes and powers our digital lifestyles.
Every year, trillions of dollars are spent on all areas of infrastructure to maintain our quality life and move our economy forward. However, our infrastructure is no longer equipped to meet the needs of the future. We hear about infrastructure failures, whether bridge collapses, power blackouts, or water main breaks, every day in the news. Climate change and extreme weather events are disrupting the basic infrastructure we took for granted for years.
Citylitics is solving the hardest data problems in infrastructure while building the sales intelligence platform that enables a faster, more transparent, and more efficient infrastructure marketplace. We turn millions of unstructured documents into high value intelligence feeds and datasets that are available on an intuitive user experience. Our goal is to enable solution providers to connect with cities with relevant infrastructure needs in a faster and more digital way than historic market channels. As more companies adopt our platform, cities & utilities will be able to access solutions that deliver on the promise of moving towards a more resilient, sustainable, and equitable infrastructure future.
Who Are We Looking For?

Citylitics is seeking a Vice President of Customer Success to lead the company toward aggressive revenue retention and expansion targets. You will own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals and build a predictable, repeatable Customer Success engine that accelerates customer time to value and drives durable renewals and account expansion. You will hire and develop top-performing post-sale teams, strengthen our enterprise and mid-market motions, and help establish Citylitics as the category leader in predictive sales intelligence for public infrastructure.

You are a commercial, customer-centric leader who lives in the details, obsesses over customer value outcomes, and has scaled high-performing Customer Success organizations in fast-growth software companies that achieved market leadership.

As a CEO-reporting, Board-facing leader central to our revenue growth, this role requires an in-office presence 4 days a week.
Vacancy Status: This position is for a new and active vacancy that Citylitics is currently seeking to fill.

What Will You Accomplish?

Customer Value Delivery:

• Design and operationalize scalable playbooks & operating cadences anchored in customer value realization, across onboarding, implementation, adoption, renewal, and expansion.
• Evolve the Customer Value Journey, guiding customers from adoption to ROI realization through Customer Success programs embedded in their day-to-day workflows and decision processes.
• Establish disciplined renewal, churn-risk, and expansion forecasting anchored in clearly defined customer value realization milestones that inform renewal decisioning and expansion readiness.
• Define account segmentation and success motions to balance low-touch efficiency with high-touch, executive-level engagement.
• Develop and standardize executive-level customer talk tracks that translate value realization and ROI into clear renewal justification and expansion business cases across customer personas.

Team Leadership & Culture:

• Build, hire, develop, and mentor a top-tier Customer Success organization across CSMs, Implementation Specialists, emerging roles, and leadership.
• Establish a coaching culture with structured account reviews, skill development, and clear accountability for customer outcomes.
• Create a performance culture defined by operational rigor, transparency, and consistent commercial execution.
• Build and operationalize skills development frameworks and career ladders across Customer Success, Implementation, and emerging post-sale roles, driving clear progression, consistent capability development, and performance excellence.
  

Commercial Execution & Growth:

• Deliver industry-leading GRR and NRR performance by driving adoption, value realization, renewal execution, and multi-product expansion.
• Own and evolve renewal, expansion, and risk mitigation talk tracks used across the CS organization to drive consistent execution.
• Implement structured training programs to ramp new CSMs, Implementation Specialists, and emerging roles to expected performance standards within aggressive timelines.
• Partner closely with Sales, Marketing, Product, and Data to ensure GTM cohesion, strong handoffs, shared messaging, and continuous feedback loops.

Experience & Track Record:

• 20+ years of commercial leadership experience, including 10+ years at the VP/SVP level, with a proven history of building and scaling Customer Success organizations.
• Documented history of overperformance against retention and expansion targets, demonstrating consistent achievement of GRR, NRR, and post-sale revenue goals.
• Multi-Product Expansion Expertise: Proven success driving upsell, cross-sell, and pricing expansion by increasing platform adoption and account-wide penetration within multi-product businesses, resulting in industry-leading NRR.
• Domain Alignment: Experience or exposure to public infrastructure, information services, GovTech, or data- and AI-driven intelligence platforms is a strong advantage.
  

Operational & Analytical Mastery:

• Methodology & Rigor: Deep expertise in Customer Success and Professional Services operating models, combined with a mastery in designing delivery frameworks that accelerate customer time-to-value
• Workflow & Operational Integration: Demonstrated experience embedding Customer Success programs into customers’ core workflows, operating rhythms, and decision-making processes to increase adoption, switching costs, and long-term retention.
• Data-Driven Operator: Proven ability to build and scale CS tooling and analytics, proficiency with modern revenue stacks, and a commitment to data hygiene as a driver of strategy
• Revenue Alignment: Demonstrated ability to align CS compensation, KPIs, and operating cadences to revenue outcomes, including renewals and account expansions.
• GTM Integration: Strong track record partnering with Marketing, Sales, Product, & Data to build a cohesive, feedback-driven GTM engine.

Leadership & Strategic Alignment:

• Revenue-Oriented CS Leadership: A commercially minded leader who combines deep customer empathy with a relentless focus on owning customer value realization and converting it into account expansions.
• Executive Presence: Confident, credible communicator with experience engaging directly with customer C-suite and Board-level stakeholders in high stakes, strategic discussions; prior advisory experience is highly desirable.
• High-EQ, Hands-On Leader: A coach and motivator who builds high-performance teams, drives accountability, and is willing to roll up their sleeves including: joining customer calls, coaching reps, and resolving issues as they arise.
• Integrated GTM Leadership: Demonstrated ability to partner effectively with Marketing, Sales, Product, and Data leadership to drive a unified GTM strategy

Why Citylitics?

• This is a rare opportunity to influence positive change within one of the biggest societal challenges of our generation: sustainable public infrastructure
• You get to support a disruptive solution with a compelling value proposition into an industry that is eager to hear from you and in a market with no direct competition.
• We live at the cross section of infrastructure, scaleup and data science/AI. There is no other team like us in Toronto.
• There is no corporate bureaucracy here. You will accomplish more here in a few months than what you would in a few years at a large, entrenched technology company.
• We believe that Data and AI will play an outsized role in our future, so we equip every team member with access to Generative AI tools and our full Data Universe to enhance their productivity and encourage innovation through experimentation.
• We are proud to offer every CityZen an internal mentorship program, in-role professional growth, skill-based development & learning, and internal promotion opportunities.
• We work hard, we play together, we win as a team! We are on a mission to solve infrastructure while savoring the moment and celebrating the little details along the way.

Citylitics is an equal opportunity employer. We are passionate about providing a safe workplace where everyone is accepted and has the opportunity to grow with us. We are committed to making diversity and inclusivity part of our culture!