Job description
Who we are
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.
What you’ll 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 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.
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
You’ve built the foundation for a CS team that scales
Who we’re 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 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
This role is probably not for you if:
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 & 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, 3–4 days per week
