Customer Success Lead

Replo•San Francisco, CA

2d•$140,000 - $160,000•Onsite

About The Position

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. The opportunity (please read this carefully) 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.

Requirements

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

Nice To Haves

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

Responsibilities

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