VP of Customer Success

Responsibilities

• Lead the company toward aggressive revenue retention and expansion targets by building a scalable, predictable Customer Success engine.
• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.
• Design and operationalize scalable playbooks for onboarding, implementation, adoption, renewal, and expansion.
• Build, hire, and mentor a top-tier Customer Success organization, including CSMs and Implementation Specialists.
• Establish disciplined renewal, churn-risk, and expansion forecasting.
• Partner closely with Sales, Marketing, Product, and Data to ensure GTM cohesion and continuous feedback loops.

Requirements

• 20+ years of commercial leadership experience, including 10+ years at the VP/SVP level.
• Proven history of scaling Customer Success organizations in fast-growth software companies.
• Expertise in driving GRR and NRR targets and multi-product expansion.
• Proficiency with modern revenue stacks and data-driven decision-making.
• Strong executive presence with experience engaging C-suite and Board-level stakeholders.
• Ability to work on-site in Toronto, Ontario, 4 days a week.

Preferred Qualifications

• Experience or exposure to public infrastructure, GovTech, or AI-driven intelligence platforms.
• Prior advisory experience.

Benefits

• Opportunity to influence sustainable public infrastructure through applied AI.
• Access to Generative AI tools and a comprehensive Data Universe to enhance productivity.
• Internal mentorship programs and clear paths for professional growth and promotion.
• A collaborative, results-driven culture without corporate bureaucracy.

About the Company

Citylitics delivers predictive intelligence on infrastructure investments across North America. By transforming millions of documents into real-time market signals, we help leading vendors and engineering firms identify and pre-position for major opportunities. We combine AI agents, fine-tuned models, and a proprietary signals graph to deliver highly nuanced sales intelligence.