Customer Success (0 > 1 Leader)

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.

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.

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

• 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