Replo
Customer Success (0 > 1 Leader)
5mo ago
150000 –200000 USD / yearUSALeadcustomer onboardingcustomer engagementretentioncustomer success
Build and lead the customer success function to improve activation, deliver value, and reduce churn for Replo's growing ecommerce platform customer base.
About the company
- Replo has grown from 0 → 5,000+ customers in under 18 months . We’re building the world’s “sell anything” platform, starting with ecommerce, where we’ve already built a dominant presence, and expanding far beyond it.
- We have strong revenue, fast growth, and product momentum. What we don’t have yet is a world-class customer success engine—and that’s why this role exists.
- We’re a seed-stage company with Series A+ metrics , backed by Y Combinator, Figma, General Catalyst, and others. We work in person 3–4 days per week from our San Francisco headquarters.
Responsibilities
- This is Replo’s 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.
Conditions
- Compensation: $150k - $200k plus equity (based on experience)
- Benefits : Health, commuter, WFH, fun office, lunches, dinners, Ubers, etc etc startup perks
- Location: In-office in San Francisco, 3–4 days per week
Other
- 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 Replo’s 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, workflows—not 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.
- 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
- You’ve built the foundation for a CS team that scales
- 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
- 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 you've 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
- You don't 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 don’t want to be on customer calls regularly
- You’re uncomfortable being accountable for churn