About the job
About Us
At Replo, we've achieved rapid growth, expanding from 0 to over 5,000 customers in less than 18 months. Our vision is to create the ultimate platform for selling anything, starting with eCommerce where we are already a market leader, and we are poised to broaden our reach.
Our company boasts strong revenue performance, rapid growth, and significant product momentum. However, we currently lack a robust customer success engine, which is where you come in.
As a seed-stage company with Series A+ metrics, we are backed by notable investors including Y Combinator, Figma, and General Catalyst. Our team operates in-person 3 to 4 days a week from our headquarters in San Francisco.
The Role
This position marks Replo's first dedicated Customer Success hire.
- We serve thousands of active customers
- We generate meaningful revenue
- Our customers are eager to succeed with Replo
- We receive daily confirmation that Replo addresses customer pain points.
Your primary responsibility will be to establish systems that enhance customer activation, provide ongoing value, and minimize churn, transforming customer success into a sustainable growth driver for the company.
This is a unique opportunity to create impactful systems with full ownership and accountability.
Key Responsibilities
Initially, your focus will be on customer activation, engagement, and retention.
Your specific tasks will include:
- Engaging with customers through various channels (calls, onboarding sessions, QBRs, and escalations)
- Designing and implementing an effective customer onboarding experience
- Defining success metrics for different customer segments
- Developing repeatable processes for:
- Customer activation
- Ongoing engagement
- Churn prevention and risk detection
- Establishing and monitoring key performance indicators (activation rate, churn, retention, NPS, expansion)
- Identifying churn drivers and collaborating with Product, Sales, and Engineering teams to address them
- Creating scalable systems (tools, playbooks, workflows) to ensure effectiveness
