Customer Success Lead

Who we are

Replo has grown from 0 5000 customers in under 18 months. Were building the worlds sell anything platform starting with ecommerce where weve already built a dominant presence and expanding far beyond it.

We have strong revenue fast growth and product momentum. What we dont have yet is a world-class customer success engineand thats why this role exists.

Were a seed-stage company with Series A metrics backed by Y Combinator Figma General Catalyst and others. We work in person 34 days per week from our San Francisco headquarters.

The opportunity (please read this carefully)

This is Replos first dedicated Customer Success hire.

• We have thousands of active customers

• We have meaningful revenue

• Customers want to succeed with Replo

• Every day we get validation that Replo solves customer pain points.

Your job is to build the systems that improve activation deliver constant value and keep churn low by turning customer success into a durable growth lever for the company.

This is a chance to build something that matters with greenfield ownership real accountability and actual impact.

What youll own

Initially you will be directly responsible for customer activation engagement retention.

Specifically you will:

• Spend a significant amount of time talking to customers (calls onboarding QBRs escalations)

• Design and implement Replos customer onboarding experience

• Define what success means for different customer segments

• Build repeatable processes for:

  • Activation

  • Ongoing engagement

  • Risk detection & churn prevention

• Establish and own key metrics (activation rate churn retention NPS expansion)

• Identify churn drivers and work cross-functionally with Product Sales and Engineering to fix them

• Create systems that scale (tooling playbooks workflowsnot heroics)

• Be the voice of the customer internally

• Help define when and how we hire additional CS roles

This role is equal parts customer-facing and systems-building.

What success looks like

Within 3 months:

• Customers are being onboarded intentionally

• We have clear visibility into who is healthy vs at risk

• No churn without a clear reason and understanding as to why

• Customers feel like Replo is a partner not a tool

Within 12 months:

• Customer success is a core company strength

• Retention and expansion materially improve revenue efficiency

• Youve built the foundation for a CS team that scales

Who were looking for

You should have:

• Experience owning many customer accounts at once

• Direct previous responsibility for retention churn activation or NPS metrics

• Built or significantly improved CS processes at a fast-growing company

• Comfort being on calls with demanding customers

• Strong judgment on where to invest time vs automate

• A bias toward action and clarity in messy environments

You are someone who:

• Has worked in AI ecommerce Shopify or agencies

• Has been a founding or early CS hire before

• Has worked at a Series A (or earlier) company

• Has experience in SaaS with self-serve and PLG motion

• Can show us youve built something meaningful from 0 --> 1

• Thinks on your feet act without direction and can demonstrate that.

• Is deeeeply obsessed with creating efficient valuable consistent customer experiences.

• Thinks in systems not just one-off fixes

• Is comfortable operating without playbooks

• Can work directly with founders and push for change

This role is probably not for you if:

• You dont match at least 8 of the bullet points above

• You want a fully built CS org with clear playbooks

• You prefer narrow scopes and predefined processes

• You dont want to be on customer calls regularly

• Youre uncomfortable being accountable for churn

Compensation & logistics

• Compensation: $140k - $160k plus equity (based on experience and fit)

• Benefits: Health commuter WFH fun office lunches dinners Ubers etc etc startup perks

• Location: In-office in San Francisco 34 days per week