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About the Role

Citylitics is seeking a Director of Customer Enablement to own the customer journey from pre-sales through kickoff, onboarding, workflow integration, and sustained platform usage. This role is central to revenue growth and requires an in-office presence 4 days a week.

Responsibilities

Oversee pre-sales support, including customer trial configuration, use-case guidance, and a coordinated transition into implementation.
Lead implementation and enablement, improve time-to-value, and own WAU, platform adoption, and workflow integration targets.
Build scalable engagement models that make Citylitics easy for busy sales professionals to understand, adopt, and use consistently.
Own the customer journey from pre-sales support and trial configuration through implementation, onboarding, workflow integration, and sustained adoption.
Establish a structured sales-to-implementation handoff that captures customer goals, priority use cases, configuration requirements, success criteria, commitments, and risks.
Own WAU, platform adoption, and workflow integration targets, using engagement data to identify barriers and drive targeted interventions.
Design scalable engagement programs including data workshops, recurring training, office hours, workflow reviews, adoption campaigns, targeted communications, and customer-facing standard operating procedures.
Develop customer-facing talk tracks, standard responses, role-specific narratives, and customer-facing collateral.
Equip the Customer Enablement team to support sales, advise on customer use cases, configure effective trials, and prepare customers for successful implementation.
Update workflows, cadences, collateral, engagement model, and talk tracks with each product release or platform enhancement.
Build the processes, systems, operating cadence, and team structure required to deliver a consistent customer experience at scale.
Define which activities should be delivered through high-touch services, pooled resources, one-to-many programs, automation, or self-service.
Establish capacity planning, utilization, workload management, resource allocation, and service delivery standards.
Partner with Sales and Finance to define the scope, pricing, packaging, and delivery requirements of implementation and enablement services.
Build, lead, and develop a high-performing team, establishing clear roles, operating metrics, performance expectations, and accountability.
Coach the team to combine strong customer relationships with disciplined project management, standard talk track adherence, and operational rigor.
Create a culture of urgency, ownership, continuous improvement, and measurable customer impact.
Remain close to customers and participate directly in complex implementations, executive conversations, and adoption challenges.

Requirements

10+ years of experience across customer enablement, implementation, onboarding, professional services, revenue operations, customer success, or related functions.
5+ years of experience leading customer-facing teams in a B2B SaaS, data, technology, or services environment.
Demonstrated success building and scaling implementation, onboarding, enablement, or professional services functions.
Proven track record of driving sustained platform adoption across thousands of distributed customer teams and active users, while improving weekly active usage, workflow integration, and time-to-value.
Experience supporting sales processes through solution design, trial configuration, use-case development, and structured sales-to-implementation handoffs.
Experience developing polished and effective customer facing collateral.
Experience leading Revenue Operations or building customer enablement programs for sales and GTM teams is highly preferred.
Experience building effective, agentic on-boarding experiences is highly desirable.
Deep understanding of how to move customers from implementation through activation, workflow integration, sustained adoption, and value realization.
Exceptional customer-facing communication and facilitation skills, with the ability to translate complex products, data, and workflows into simple, practical, and compelling collateral and narratives for busy sales professionals.
Experience designing scalable engagement models, including role-based onboarding, data workshops, recurring training, office hours, adoption campaigns, self-service resources, and customer-facing SOPs.
Ability to diagnose adoption barriers and design interventions that change user behaviour, workflows, and operating habits.
Experience leading executive conversations, training customer teams, and partnering with executive sponsors, RevOps leaders, and sales leadership to translate strategic objectives into measurable adoption and change-management plans.
Ability to coach internal teams to communicate with customers confidently, clearly, and consistently.
Strong project and program management capabilities, including managing implementation plans, milestones, dependencies, risks, resources, and executive stakeholders.
Demonstrated ability to build repeatable operating processes, metrics, governance, and accountability across complex customer programs.
Experience with capacity planning, utilization, resource allocation, service delivery, and team productivity.
Experience developing or managing professional services scope, pricing, packaging, statements of work, or implementation offerings.
Operationally Rigorous: Establishes clear processes, milestones, ownership, and accountability.
Strong Project Leader: Anticipates risks, manages dependencies, and ensures commitments are delivered on time.
Builder and Scaler: Able to create the operating model, processes, systems, and team required for the next stage of growth.
Team Builder: Develops high-performing teams and creates a culture of ownership and continuous improvement.
Change Management Leader: Understands that sustained adoption requires new habits, workflows, management practices, and accountability—not simply product training.
Hands-On and Data-Driven: Remains close to customers and uses WAU, adoption, workflow integration, time-to-value, and service delivery data to prioritize action.

Skills

Customer Enablement
Implementation
Onboarding
Professional Services
Revenue Operations
Customer Success
B2B SaaS
Data
Technology
Services
Platform Adoption
Weekly Active Usage (WAU)
Workflow Integration
Time-to-Value
Sales Process Support
Solution Design
Trial Configuration
Use-Case Development
Customer-Facing Collateral Development
Customer Engagement Models
Data Workshops
Recurring Training
Office Hours
Adoption Campaigns
Self-Service Resources
Customer-Facing SOPs
Change Management
Executive Communication
Project Management
Program Management
Capacity Planning
Resource Allocation
Service Delivery
Team Leadership
Operational Rigor
Data Analysis

Location

In-office (4 days a week)

Work Type

Full-time
In-office

Experience Level

Director
10+ years experience
5+ years leadership experience

About the Company

Citylitics delivers predictive intelligence on where, how, and why infrastructure investments will occur across North America.
Infrastructure includes water, transportation, transit, roads and highways, broadband, and power.
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.
The platform integrates seamlessly with CRMs, ERPs, and data lakes, embedding actionable insights directly into sales workflows.
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.

Equal Opportunity

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!