VP Customer Success

Company Overview

Citian is a fast growing, venture backed SaaS technology company based in Washington, DC. Our software solutions revolutionize how our transportation systems – roads, rail, transit, bicycle, pedestrian – operate.

• Reduce traffic fatalities
• Enhance pedestrian accessibility
• Empower system operators to save time & money

You’ll work with some of the brightest minds in the software and transportation industries. Our software engineers and data scientists apply the latest in emerging tech, Artificial Intelligence, and Machine Learning to build smarter, more advanced tools for our diverse client base. We work with clients across the United States, with global ambitions in the years ahead.

As the VP Customer Success at Citian, you will be a pivotal leader driving the strategic vision and execution of our customer success initiatives. Your primary responsibility will be to develop and implement a comprehensive customer success strategy that ensures high levels of customer satisfaction, retention, and expansion. This requires extensive experience in start-up environments, customer relationship management, and a deep understanding of SaaS products and customer life cycles.

Leading and managing a high-performing customer success team will be a key aspect of your role. This includes strategic recruitment, training, and continuous coaching of team members to ensure they have the skills and knowledge needed to succeed. You will be responsible for creating a motivated and inspiring work environment that encourages collaboration and fosters individual growth.

Building and nurturing strong relationships with key clients and stakeholders is crucial for driving customer satisfaction and securing long-term partnerships. Your exceptional communication and problem‑solving skills will be essential in effectively addressing and resolving customer issues, ensuring they achieve maximum value from Citian's offerings.

• 15+ years of Sales or Customer Success experience including 5+ years within leadership
• Direct experience in managing and supporting a team of Customer Success Managers to achieve group targets.
• Proven ability to develop and implement risk mitigation strategies to ensure customer retention.
• Demonstrable knowledge in CRM best practices including QBRs, retention strategies, and upselling
• Advanced knowledge in customer success and sales enablement tools
• Demonstrated expertise in advanced customer success techniques
• Ability to conduct research, analyze data, and make data-informed decisions
• Extensive experience managing, training and scaling customer success teams
• Proven track record of consistently exceeding customer success metrics and targets
• Proven ability to lead in a fast-moving environment
• Driven self-starter with excellent communication skills
• Ability to travel to various local and national events - Travel will be regional and national

• Deep familiarity with state and local governments sales

• Opportunity to gain valuable experience and make a significant impact in a fast growing, venture-backed tech startup
• Competitive salary and benefits package including medical, dental, and vision insurance and generous paid time off.
• 401(k) company match and monthly commuter transportation benefit
• On-site gym and free snacks in the office
• High-growth potential and opportunities for advancement and more!

Let’s build smarter cities together! Learn more about Citian here:

Citian is an organization committed to diversity and inclusion to drive our business results and create a better future every day for our diverse employees, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal Opportunity/Affirmative Action Employer Minorities/Females/Protected Veterans/Persons with Disabilities