Replo · 1 month ago
Services Lead
San Francisco
Full-time
Hybrid
Senior Level
$120K/yr - $200K/yrReplo is hiring a delivery leader to build and run a high-impact Services function while owning a portfolio of high-value customers end to end. The role involves leading customer onboarding, managing service delivery, and ensuring customer satisfaction while driving business results.
E-Commerce
Responsibilities
Own a portfolio of high-value Replo customers from onboarding through renewal and expansion
Lead end-to-end onboarding, including technical setup, first builds, and launch readiness
Act as the primary point of contact for strategy, execution, and problem-solving
Own end-to-end delivery of Replo-related services engagements with clear scope, timelines, and expectations
Work hands-on with customers to build pages, flows, and experiments in Replo that drive measurable revenue
Manage multiple concurrent engagements while maintaining a high bar for quality and reliability
Ensure all work ties back to clear business outcomes and increased value from using Replo
Manage renewals by ensuring customers clearly understand and feel the ROI they’re getting
Identify expansion opportunities (additional projects, higher tiers, services, or usage-based upsells) through delivered value
Execute expansions naturally through strong delivery and trusted relationships
Build, manage, and maintain a trusted network of external contractors across design, development, CRO, and analytics
Delegate effectively while remaining closely involved in review and quality control
Step in hands-on when needed to unblock delivery, review work, troubleshoot, or execute directly in Replo
Partner with leadership to shape services offerings, pricing, and packaging based on real delivery experience
Provide clear feedback on costs, resourcing, and what does and does not scale
Translate customer feedback into structured product insights for the internal team
Help customers adopt new features, workflows, and best practices as Replo evolves
Establish lightweight delivery processes that balance speed with quality
Navigate high-pressure projects calmly while keeping customers and internal stakeholders aligned
Continuously improve how services and customer ownership operate without overengineering process
Qualification
Required
You can be in the San Francisco office 3–4 days per week
You've led delivery for client services projects and owned outcomes across multiple engagements
Hands-on experience delivering digital, ecommerce, CRO, or growth work with clear ROI
Very hands-on — building, troubleshooting, and executing directly with customers
You set clear, realistic expectations and consistently deliver what was promised or better
You've worked in fast-paced, high-pressure environments and manage complexity without sacrificing quality
You've managed contractors or teammates and hold a high bar for execution
You are comfortable with ambiguity and defining the right path forward per customer
You've been burned by poor onboarding or weak account ownership before and have strong opinions about doing it better
Preferred
Have experience with Shopify, Replo, or similar ecommerce platforms
Have delivered both one-off projects and ongoing retainers
Have managed high-value B2B SaaS, agency, or ecommerce tooling customers
Have experience upselling, expanding, or renewing contracts through delivered value
Have a strong network of designers, developers, or CRO practitioners
Have worked at an early-stage (Series A or earlier) startup
Have an eye for design or experience with tools like Figma, Webflow, or page builders
Have built things for customers directly, not just managed timelines
Have started a company before
Care deeply about customer trust and long-term relationships
Company
Replo
Replo is a visual CMS that enables building e commerce development.
Founded in 2021
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$4.2M2023-02-09Seed· $4.2M
2021-08-22Series Unknown
Leadership Team
Yuxin Zhu
Co-Founder
Recent News
2025-04-02
2025-04-02
Company data provided by crunchbase