Customer Success Manager

Customer Success Manager, Western U.S.

Location: California, Washington D.C., or New York City preferred

Replica provides data about the built environment and ways people interact with it. With better data, human-context and an intuitive design, Replica helps public and private sectors make informed, effective, and responsive decisions. By showing how people live, move and work, we contextualize hard choices, allowing our clients to see around corners and understand the trade-offs surrounding their decisions. Whether for a city planner increasing public transit to underserved neighborhoods or for a grocery chain evaluating where to open a new location, Replica’s insights let clients make more informed, people-centered decisions. 

We spun out of Alphabet in 2019 and recently secured series B funding from venture firms including Founders Fund, Innovation Endeavors, Sidewalk Labs, Firebrand Ventures, and Revolution’s Rise of the Rest Seed Fund. Today, we are a team of 34 employees with offices in San Francisco, New York and Kansas City. 

We value our customers, believe in being resourceful, and work in service of each other to scale our product. As we build our team, we are committed to pursuing and bringing together a diverse workforce and creating an environment of inclusion. We value our differences and we encourage all to apply. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or any other status protected by the laws or regulations in the locations where we operate.

Replica is seeking a Customer Success Manager to deepen and expand our relationships with transportation and planning agencies across the Western US.

You will serve as the day-to-day lead for several of Replica’s most important customers, working to boost platform awareness and equip users with the training and resources they need to succeed. You will help agencies use data and innovative technology to transform the way people move and solve pressing problems, like creating safer streets and managing emerging transportation technologies. You will work closely with Replica’s Product and Data teams to help our platform evolve in step with customer needs.

This role will be hybrid, with regular (though flexible) travel to customer sites and industry conferences to provide training and build stakeholder relationships.

Strong candidates will have experience cultivating customer or stakeholder relationships and a record of carrying projects from start to finish. They should be comfortable developing and delivering persuasive executive presentations and leading effective training programs. Relevant backgrounds may include management consulting, government technology, customer success, user experience, or project and product management.

Organizational Relationships 

This role sits within Replica’s customer team, reporting to the Western Region Customer Lead.

1. Engage with users to drive customer success 

You’ll empower customers to use Replica’s tools with confidence, building relationships and helping users translate data into real-world impact:

• Design and lead user trainings and workshops to help users independently navigate and find value in Replica’s tools and data
• Help users identify potential projects, execute analyses, and document real-world Replica use cases
• Build trusted relationships with customer champions and power users who can advocate for Replica within their organizations
• Represent Replica at industry conferences and public forums to strengthen relationships with partners and position Replica as a trusted voice in transportation planning

1. Gather and synthesize the “voice of the customer” 

You’ll capture and distill insights from users to help inform Replica’s product direction and customer strategy:

• Maintain structured account documentation, ensuring meeting notes, product feedback, use cases, and renewal details are consistently captured in shared systems (e.g., Notion, Attio, Mixpanel)
• Document learnings from customer meetings in detail and distill insights into actionable summaries
• Proactively gather and document product feedback directly from users and persuasively share the Customer perspective with Replica’s Product and Data teams
• Translate customer learnings into internal recommendations that shape product roadmap, marketing narratives, and Customer team playbooks and templates

1. Build executive relationships and drive account growth 

You’ll cultivate trusted partnerships with and demonstrate Replica’s value to agency leaders to promote account renewal and growth:

• Build trusted, strategic relationships with agency decision-makers through regular check-ins and communications
• Prepare and deliver clear, persuasive narratives for executive-level presentations that demonstrate platform value and impact
• Establish success metrics and adoption goals, tracking progress against them over time
• Monitor account health and anticipate renewal risks and identify opportunities for intervention
• Surface and shape opportunities for account expansion, pilots, or new product development in collaboration with agency leadership

• Experienced relationship manager who can build rapport and trust in high-stakes, consultative environments
• Strong communicator who explains complex ideas clearly to both technical and non-technical audiences
• Entrepreneurial problem-solver who develops and executes strategies to drive measurable progress
• Proactive and generative thinker who can work with users to identify use cases and shape future product needs
• Organized operator who documents and follows through on action items from internal and customer-facing meetings
• Skilled teacher and facilitator who leads engaging trainings and workshops that build user confidence and capability
• Intellectually curious learner with a passion for using data and technology to address public sector challenges

• Background in management consulting, tutoring/coaching, government technology, customer success, user experience, and/or project and product management
• Understanding of and experience with government policy formulation and procurement processes
• Experience with managing complex project management or CRM tools (e.g., Attio, Salesforce, or similar programs)
• Proficiency with data storytelling, dashboards, or visualization platforms (e.g., PowerPoint, Tableau, PowerBI)
• Familiarity with geospatial data, transportation systems, or urban planning
• Experience working for or collaborating with a government agency in California

• We work in the service of others
• We understand that talent + diversity + curiosity + relentlessness wins
• We believe walking > talking
• We operate with thoughtful urgency
• We communicate openly and directly
• We build products people use

• Our people! We work as a team and are excited to contribute to city planning
• Competitive salary based on experience and potential for impact
• Equity at an early-stage startup
• Health benefits including medical, dental, vision, and FSA options
• 401k account + employer safe harbor contribution
• Offices in San Francisco, CA, New York and Kansas City
• Flexible PTO

Compensation

• Replica is committed to fair and equitable compensation practices.
• The base salary range for this position is $100,000 to $130,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to relevant qualifications, depth of experience, skill set, certifications, training, education, and specific work location. The compensation packages may be adjusted based on the candidate’s work location, due to differences in the cost of living for the given location. Our position titles may also span multiple career levels.
• The total compensation package for this position additionally includes equity stock options, employee benefit package, 401k with 3% safe harbor employer contribution, unlimited PTO, and may also include other applicable incentive compensation and/or bonuses. For more information, visit https://replicahq.com/careers

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
• The requirements listed are representative of the knowledge, skill and/or ability required:
  • Ability to operate at both a strategic/conceptual level and at a detailed, operational level in a metrics-driven and highly disciplined way
  • Strong interpersonal skills, demonstrating maturity and good judgment and ability to communicate with a diverse range of individuals
  • A hands-on, action-oriented approach that fits well with an entrepreneurial, fast-paced culture

If you don't think you meet all of the criteria above, but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.