Senior Customer Success Manager

Senior Customer Success Manager

Location: Leawood, Kansas or New York, New York

Replica provides data about the built environment and the ways people interact with it. 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 and recently secured series B funding from venture firms including Founders Fund, Innovation Endeavors, Sidewalk Labs, Firebrand Ventures, and Revolution’s Rise of the Rest Seed Fund. Today, we are a team of 42 employees both working remotely and from our offices in Kansas City, Oakland, Seattle, and New York.

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 Sr. Customer Success Manager is responsible for increasing retention, driving growth, and securing referrals with our current customers. Our customer base is made up of public agencies and private sector companies, as well as architectural and engineering firms that we partner with. This position will engage with customers as they finalize contract details through onboarding, activation and engagement, and renewal.

Sr. Customer Success Managers are adept in building trusted advisor relationships with customers and are Replica product experts. Sr. Customer Success Managers use clear communication to deliver value to their customers and technically support them by assisting users to obtain the data required for their work. In addition, this role will iterate on internal workflows to challenge and improve the Customer Success team.  The Customer Success team works closely with cross-functional teams, like Sales and Product, to achieve customer objectives and close the feedback loop. The best Replica Sr. Customer Success Managers are knowledgeable, personable, and proactively pursue solutions for their customers.

Organizational Relationships 

This role reports to the Director of Customer Success and aligns closely with Sales, Product, Government Affairs, and Marketing.

Responsibilities

• Own customer relationships, manage customer health, and drive customer renewals, referrals, and upsell opportunities to meet 100%+ of net retention rate
• Identify and drive revenue expansion and partnership opportunities with customers
• Facilitate the customer journey by phone, video, and/or in-person sessions to deliver value to users and achieve customer objectives
• Work with the Customer team to develop user communications, customized in-app onboarding, and opportunities for continued learning to grow the active user base
• Provide preliminary technical assistance for achieving customer objectives through comprehensive solutions
• Capture the voice of the customer by acting on customer signals in real-time, sharing feedback with relevant internal teams, and consistently closing the feedback loop with the customer
• Develop new documentation, processes, and strategies for the Customer Success team to build scalable customer engagement

Minimum Qualifications

• 7+ years of experience working in account management, customer service, or urban planning/transportation.
• Industry background: preferred experience in account management 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 the technical aptitude and ability to learn and use new software, like BigQuery and GIS.
• Customer-focused: you love speaking with customers, learning about their needs, and providing value.

What We Value

• We work in the service of others
• We understand that talent + diversity + curiosity + relentlessness wins
• We believe walking > talking
• We operate with thoughtful urgency
• We communicate openly and directly
• We build products people use

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, FSA and HSA options
• 401k account + employer contribution
• Offices in Oakland, New York, and Kansas City
• Flexible PTO

Compensation

• Replica is committed to fair and equitable compensation practices.
• The base salary range for this position is $89,100-$136,400. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to relevant qualifications, depth of experience, skill set, certifications, training, education, and specific work location. The compensation packages may be adjusted based on the candidate’s work location, due to differences in the cost of living for the given location. Our position titles may also span multiple career levels.
• The total compensation package for this position additionally includes equity stock options, employee benefit package, 401k with 3% safe harbor employer contribution, unlimited PTO, and may also include other applicable incentive compensation and/or bonuses. For more information, visit https://replicahq.com/careers/

Replica is an Equal Opportunity Employer

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
• The requirements listed are representative of the knowledge, skill and/or ability required.
• Ability to operate at both a strategic/conceptual level and at a detailed, operational level metrics driven; highly disciplined
• Must have strong interpersonal skills, maturity and good judgment and be capable of communicating with a diverse range of individuals
• A hands-on, action-oriented approach that fits well with the entrepreneurial, fast-paced culture
• Engaging leadership style that builds and sustains credibility with colleagues, clients and other stakeholders
• Broad functional experience in areas of strategic planning and marketing, sales and market development and planning

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.