VP of Customer Success

Citylitics delivers predictive intelligence on local utility & public infrastructure markets.

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.

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.

This position is for a new and active vacancy that Citylitics is currently seeking to fill.

• 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.

• 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.

• 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.

• 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 over performance against retention and expansion targets,…