Director of Customer Enablement

Join Citylitics as the Director of Customer Enablement, where you will own the customer journey from pre-sales to sustained platform usage. You will lead implementation and enablement, improve time-to-value, and drive platform adoption. This role requires an in-office presence and offers the opportunity to influence positive change in sustainable public infrastructure.

• 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.
• Design scalable engagement programs including data workshops, recurring training, office hours, workflow reviews, adoption campaigns, targeted communications, and customer-facing standard operating procedures that activate users, embed new workflows, and sustain adoption.

• You are a hands-on operator with deep strengths in operational rigor, project management, and team leadership
• You have built scalable onboarding, enablement, or professional services functions and know how to drive adoption through clear processes, strong accountability, and disciplined delivery
• Experience as a Revenue Operations leader is highly preferred, given that Citylitics’ primary users are sales and GTM professionals
• Experience developing polished and effective customer facing collateral
• 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 building effective, agentic on-boarding experiences is highly desirable
• 5+ years of experience leading customer-facing teams in a B2B SaaS, data, technology, or services environment
• Experience supporting sales processes through solution design, trial configuration, use-case development, and structured sales-to-implementation handoffs
• 10+ years of experience across customer enablement, implementation, onboarding, professional services, revenue operations, customer success, or related functions
• Experience leading Revenue Operations or building customer enablement programs for sales and GTM teams is highly preferred
• 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
• Ability to coach internal teams to communicate with customers confidently, clearly, and consistently
• Demonstrated ability to build repeatable operating processes, metrics, governance, and accountability across complex customer programs
• Builder and Scaler: Able to create the operating model, processes, systems, and team required for the next stage of growth
• Strong Project Leader: Anticipates risks, manages dependencies, and ensures commitments are delivered on time
• Experience with capacity planning, utilization, resource allocation, service delivery, and team productivity
• Team Builder: Develops high-performing teams and creates a culture of ownership and continuous improvement
• 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
• Strong project and program management capabilities, including managing implementation plans, milestones, dependencies, risks, resources, and executive stakeholders
• Experience developing or managing professional services scope, pricing, packaging, statements of work, or implementation offerings
• Experience designing scalable engagement models, including role-based onboarding, data workshops, recurring training, office hours, adoption campaigns, self-service resources, and customer-facing SOPs that standardize how new workflows are implemented
• Change Management Leader: Understands that sustained adoption requires new habits, workflows, management practices, and accountability—not simply product training
• Operationally Rigorous: Establishes clear processes, milestones, ownership, and accountability
• Ability to diagnose adoption barriers and design interventions that change user behaviour, workflows, and operating habits
• 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
• Deep understanding of how to move customers from implementation through activation, workflow integration, sustained adoption, and value realization