Director, Client Success
Toronto, Ontario, CA
1m ago


About Citylitics Inc.

Citylitics delivers predictive intelligence on local utility & public infrastructure markets

The U.S. needs to invest $4.5 Trillion over the next 5 years to upgrade its infrastructure, including water, energy, public transit, roads, airports, and more.

Citylitics is the only source of predictive intelligence on where, how, and why these infrastructure investments will be made.

Our Data Engine transforms over a billion documents buried in 31,000+ cities & utilities data sources into high value intelligence for targeted business development.

The largest infrastructure industry leaders rely on Citylitics for external datasets and intelligence reports

Citylitics' vision is a world where data drives Trillions of dollars of societal infrastructure investment towards the most ideal social, economic, and environmental outcomes.

Who Are We Looking For?

We are hiring a strategic, seasoned Director of Client Success to take on a leadership role in our growing Client Success Team!

Key responsibilities include developing our Retention & Expansion Strategy, scaling up our Client Success processes, and unlocking the significant expansion opportunities within our customer base.

You will be coaching our Client Success Managers to help them achieve their retention goals, be a point of escalation during challenging client situations, and work cross functionally across other teams (Sales, Marketing, Product, Delivery) to achieve best outcomes for our client base.

You will also be responsible for developing the strategy & plan to successful onboard & engage our users during the upcoming launch of our data intelligence platform.

The ideal candidate will be passionate about Citylitics vision & products, is obsessed with providing an exceptional experience for every customer, and has a proven track record of scaling up client success processes successfully.

The position will be out of our Toronto Headquarters, but we are open to candidates based in Austin, Texas.

What Will You Accomplish?

  • Develop & own our Client Success Strategy which includes accelerating revenue retention in a rapidly growing client base, while also seizing expansion opportunities from our existing customer base.
  • Coach our CSMs and other Client Facing team members to deliver the best client experience possible. Ensure our Client Success metrics are met or exceeded.
  • This includes developing talk tracks, role playing exercises, and providing feedback to the team.

  • Act as a point of escalation to troubleshoot and resolve complex client issues. Develop & implement proactive strategies to reduce number of client issues.
  • Work on cross-functional projects involving other teams including sales, marketing, delivery, and product to achieve client success and growth goals.
  • Support the Client Success Team to ensure we are delivering the best client experience possible at all stages of the Client Journey.
  • Work closely with the Product Team to ensure voice of customer and key customer needs are captured in product roadmap initiatives.
  • Develop a Strategy & Plan to successfully onboard and engage users for the upcoming data intelligence platform roll out.
  • Support & collaborate with the Sales Team to optimize hand off from contract close to implementation, including support in reviewing contracts.
  • Requirements

  • 6+ years of progressive experience in client success, client management and / or sales
  • Experience scaling up client success processes while achieving compelling revenue retention & logo retention numbers in a high growth environment
  • Proven people manager who has successfully developed & coached teams in the past
  • Strategic thinker and problem solver a with strong business acumen
  • Seasoned in client success and in efficiently resolving challenging client situations
  • Experience developing new business and nurturing existing client relationships
  • Strong cross-functional skillset with proven ability to work with other teams to achieve common goals
  • Experience working with and advising senior level executives
  • Strong written and verbal communication skills and experience in facilitation
  • Great interpersonal skills, works effectively with clients and with our team
  • Experience driving user engagement in a software platform
  • Data products experience is an asset
  • Consulting experience is an asset
  • Why Citylitics?

  • This is a rare opportunity to influence positive change within one of the biggest societal challenges of our generation (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, startup and data science. 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.
  • Perks include company-paid transportation, health & fitness benefits, a training budget and work-from-wherever days in addition to your competitive salary and incentive plan.
  • Receive direct exposure to Artificial Intelligence, Data Science, Tech Entrepreneurship and Infrastructure Markets from our in-house subject matter experts and industry titans.
  • We work hard. We play hard. We are on a mission to solve infrastructure. We enjoy happy-hour patios and social events (though virtually these days)!
  • 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!

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