VP of Customer Success

Citylitics delivers predictive intelligence on where, how, and why infrastructure investments will occur across North America.

Infrastructure includes the foundational systems that shape our quality of life: water, transportation, transit, roads and highways, broadband, and power. It represents a multi-trillion-dollar market and a 20+ year megatrend in North America.

Citylitics transforms millions of documents across more than 40,000 cities, utilities, and public agencies into real-time market signals and high-value sales intelligence. Leading infrastructure vendors, engineering firms, and construction companies use the platform to identify and pre-position for major infrastructure opportunities earlier, helping them build relationships, shape project priorities, and influence scope before projects move to formal procurement. 

Citylitics combines a network of AI agents, fine-tuned models, a proprietary infrastructure signals graph, and daily human-in-the-loop quality assurance workflows to deliver highly nuanced and reliable sales intelligence. The platform integrates seamlessly with CRMs, ERPs, and data lakes, embedding actionable insights directly into sales workflows so teams can prioritize the right pursuits and build stronger pipelines.

Our mission is to improve how infrastructure investments get made so critical needs can be addressed earlier and communities benefit from stronger, more resilient infrastructure.

Join Citylitics to work in a meaningful industry that will matter for decades to come while helping grow a company at the forefront of applied AI. We operate with a Results-Driven Mentality and a commitment to Raise The Bar, in a collaborative environment where Teamwork Makes the Dream Work as we tackle big challenges and celebrate wins together.

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.