Replo · 19 hours ago
Customer Success Lead
San Francisco
Full-time
Hybrid
Mid, Senior Level
$140K/yr - $160K/yrReplo is a rapidly growing company that has developed a platform for ecommerce and is now seeking its first dedicated Customer Success Lead. This role involves building customer success systems to improve activation, engagement, and retention while actively engaging with customers to ensure they derive value from the platform.
E-Commerce
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Health
Commuter
WFH
Fun office
Lunches
Dinners
Ubers
Etc etc startup perks
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