Head of Customer Success

About Us

Today there are millions of e-commerce businesses built on platforms like Shopify, but developing websites for them is still a terrible experience. Marketing, design, and engineering teams all have to collaborate together to create content, but complex code and 15+ year old tech on platforms like Shopify create huge headaches for teams.

Replo is a visual web development platform that empowers brands and agencies to create beautiful pixel-perfect landing pages on Shopify - without developers. Our product is an easy to use drag-and-drop editor that allows you to visually build React applications, starting with e-commerce. It’s backed by our super-flexible content management system and commerce APIs which integrate with 3rd-party platforms, including product, subscription, and user-defined data.

Our founders have worked together for 10+ years and previously held principal engineer + management roles at companies like Uber, Plangrid, Autodesk, and Yelp. Replo is backed by Y Combinator and folks in the e-commerce and open-source community, including the creator of NextJS.

About the role

We’re looking for a Head of Customer Success to help manage the ongoing relationships and success of Replo’s customers. You’ll be responsible for building long-lasting customer relationships, conducting quarterly business reviews, helping customers understand and implement new features, resolving customer issues and bugs, and working directly with our product team to empower the voice of our top customers across Replo.

As Head of Customer Success, you will:

• Respond to customer inquiries about product questions, provide solutions to complex use cases and workflows, and help customers resolve issues and bugs on a day-to-day basis.
• Provide customers with guidance on launching and optimizing their Replo deployment following web development best practices.
• Conduct quarterly business reviews to assess progress against the customer’s desired business outcomes, determine opportunities for deeper feature engagement, and measure and communicate the impact of Replo on the customer’s business.
• Partner with the Product and Growth teams to create customer onboarding based on predetermined business requirements.
• Collaborate with the Growth team to identify customer references and case studies.
• Act as the voice of the customer with the Replo Product team, helping shape the evolution of the product.

About You

You’ll thrive as a Head of Customer Success if you have:

• A minimum of 4-5 years of prior Customer Success experience managing and driving retention and expansion strategy, preferably with a SaaS company or digital marketing agency
• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way to both internal and external stakeholders, including executive level conversations with customers
• Great people skills: genuine, warm, curious, engaging, conversational, friendly, empathetic, and caring
• Can collaborate and communicate effectively with our team and our customers
• Keen business sense to discover and understand customer business objectives and pain points to ultimately measure Replo’s financial impact on the customer’s business
• Excitement to dive into the technical details of the product to understand the customer’s use-case and needs thoroughly
• Excellent organizational, note taking, project management, and time management skills
• Prior experience in the Shopify e-commerce ecosystem. Either at an agency, brand, or another e-commerce SaaS company
• Passionate about product and tech. Keen to learn about how things work and are able to explain technical concepts in ways that everyday people can understand
• Are self-motivated and can roll with the punches in a fast-paced environment where priorities and requirements may change frequently
• Are 100% product and customer obsessed

Bonus points if you:

• Know a bit about code and have past experience working with engineers and designers

Why you’ll love this job:

• You’ll work with passionate, smart, and fun people who are driven by results
• Benefits including flexible work hours, competitive salary + equity, paid time off, medical, dental, & vision insurance, and much more
• Work remotely from anywhere in the US