💼 About This Role

You'll build Replo's first customer success engine from zero, shaping onboarding and retention for thousands of ecommerce customers. Your work will turn customer success into a durable growth lever for this seed-stage company with Series A+ metrics. You'll have greenfield ownership to design systems that scale.

🎯 What You'll Do

• Spend significant time on customer calls, onboarding, QBRs, and escalations
• Design and implement the customer onboarding experience
• Build repeatable processes for activation, engagement, and churn prevention
• Define success metrics and own activation rate, churn, NPS, and expansion

📋 Requirements

• 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 on calls with demanding customers

✨ Nice to Have

• Worked in AI, ecommerce, Shopify, or agencies
• Been a founding or early CS hire before
• Experience in SaaS with self-serve and PLG motion

🎁 Benefits & Perks

• 🏥 Health benefits
• 🚆 Commuter benefits
• 🏠 WFH stipend
• 🍽️ Lunches and dinners
• 🚗 Uber credits