Customer Success Manager

About The Role

Hiring a full-stack engineer to join our team and focused on product engineering and shipping new features

Things You'Ll Be Working On

Owning a portfolio of high-value Replo customers from onboarding through renewal and expansion is the core of this role. Real examples include —

• Leading end-to-end onboarding for new customers, including technical setup, first builds, and launch readiness
• Working hands-on with customers to build pages, flows, and experiments in Replo that drive real revenue
• Acting as the primary point of contact for strategy, execution, and problem-solving
• Identifying expansion opportunities — additional projects, higher tiers, services, or usage-based upsells — and executing them naturally through value delivery
• Translating customer feedback into clear product insights for the internal team
• Helping customers adopt new features, workflows, and best practices as Replo evolves
• Managing renewals by ensuring customers clearly understand and feel the ROI they’re getting

Looking For Someone Who

• Can be in office 3–4 days/week in San Francisco
• Has experience managing high-value customer relationships (B2B SaaS, agencies, or ecommerce tooling)
• Is comfortable being hands-on — building, troubleshooting, and jumping into the product with customers
• Has worked with customers who expect speed, clarity, and results
• Can operate independently without heavy product or design support
• Is ALWAYS MOVING. We don’t over-process accounts at Replo
• Has strong written and verbal communication skills
• Thinks in terms of outcomes, not feature usage
• Is comfortable with ambiguity and defining the right path forward for each customer
• Has been burned by poor onboarding or weak account ownership before — and has strong opinions about how it should be done better

Bonus Points If You

• Have experience working with ecommerce brands, Shopify, or CRO teams
• Have worked at an early-stage (Series A or earlier) startup
• Have experience upselling, expanding, or renewing contracts based on delivered value
• Are technically curious and comfortable working alongside engineers and designers
• Have an eye for design or past experience with tools like Figma, Webflow, or page builders
• Have built things for customers directly, not just managed timelines
• Care deeply about customer trust and long-term relationships