Customer Success (0 > 1 Leader)

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...