Customer Success Manager

Replica

San Francisco, CA, US / Los Angeles, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/05/2021
  • Website: replicahq.com
  • Company Address: 575 Market Street Floor 4, San Francisco, CA, 94105

About Replica

Replica is a next-generation urban planning tool that can help cities answer key transportation questions.

Job Description

Replica is an enterprise data platform that delivers critical insights about the built environment. With better data, human-context and an intuitive design, Replica helps public and private sectors make informed, effective, and responsive decisions. By showing how people live, move and work, we contextualize hard choices, allowing our clients to see around corners and understand the trade-offs surrounding their decisions. Whether for a city planner increasing public transit to underserved neighborhoods or for a grocery chain evaluating where to open a new location, Replica’s insights lets clients make more informed, people-centered decisions. 

We spun out of Alphabet in 2019 when we secured series A funding from venture firms such as Innovation Endeavors, Firebrand Ventures, and Revolution’s Rise of the Rest Seed Fund. Today, we are a team of ~40 employees with offices in San Francisco, CA and Overland Park, KS.

We value our customers, believe in being resourceful, and work in service of each other to scale our product. As we build our team, we are committed to pursuing and bringing together a diverse workforce and creating an environment of inclusion. We value our differences and we encourage all to apply. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or any other status protected by the laws or regulations in the locations where we operate.

The Role

The Customer Success Manager is responsible for growing customer relationships that promote renewals and referrals. Our customers are comprised of public agencies and private sector companies, as well as architectural and engineering firms that we partner with. This position will engage with customers from contract signing through kickoff, onboarding, activation and engagement and renewals.

Customer Success Managers are adept with customer relationship management software and  Replica product experts. Customer Success Managers use clear communication to deliver value to their customers and iterate on internal workflows to challenge and improve the Customer Success team. In addition, this role will work closely with cross functional teams, like Sales and Product, to achieve customer objectives and close the feedback loop. The best Replica Customer Success Managers are knowledgeable, personable, driven and pursue solutions for their customers.

Responsibilities

  • Own customer relationships, from contract sign through renewal
  • Work in tandem with Sales to seamlessly transition ownership of customer relationships
  • Coordinate deployments, feature requests, and bug fixes with Product and Engineering 
  • Facilitate onboarding by phone, video, and/or in-person to deliver the product to users
  • Partner with Client Services and Product to track, analyze, and grow user and customer accounts
  • Drive customer renewals and sale of additional features and functionality
  • Develop new documentation, processes, and strategies for the Customer Success team

Minimum Qualifications

  • Experienced:  5+ years of experience working in account management, customer service, or urban planning.
  • Strong collaborator and communicator: you are highly effective at both written and verbal communication and work well with others.
  • Organized and efficient: your work and processes are easily understood by others and completed with thoughtful urgency.
  • Technical: you possess technical aptitude and ability to learn and use new software, like Hubspot and Mixpanel.
  • Customer-focused: you love speaking with customers, learning about their needs, and providing value.
  • Versatile self-starter: you are intrinsically motivated at driving projects from start to finish and are comfortable in distributed, fast-­paced environments, subject to rapid change and innovation.

What We Value

  • Our customers. You project manage like a pro, enjoy working with several stakeholders, and excel at creating processes with the aim of ensuring customers have an excellent experience. 
  • Advocacy. You advocate for customers and come up with new ideas based on your broad understanding of technological possibilities and city domain knowledge.
  • Clear communication. You seamlessly transition from talking to technical audiences to non-technical audiences.
  • Accountability. We do what we say we are going to do and finish the work we start. 
  • Emotional intelligence. You empathize and understand customer requirements. When things come up, you respond quickly and creatively problem solve.
  • Urban planning. You bring experience in transportation, modeling, policy, mobility, or urban planning and have worked in or with public agencies. 
  • Passion. We deeply care about cities and providing urban planners with the tools to help them make the best decisions.
  • Psychological safety. The best cultures are places full of trust and safety, honest communication is the most effective way to build a high performing culture.

Benefits

  • Our people! We work as a team and are excited to contribute to city planning. 
  • Competitive salary based on experience and potential for impact.
  • Equity at an early stage startup.
  • Health benefits including medical, dental, vision, and HSA option. 
  • 401k account + employer contribution.401k account + employer contribution.
  • Offices in Downtown, San Francisco and Overland Park, Kansas City.
  • Flexible PTO.

If you don't think you meet all of the criteria above, but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.