Vice President of Customer Success

Requirements

• 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
• 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
• 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

What the job involves

• 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
• 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