Replica · 2 months ago
Customer Success Manager
San Francisco, CA
Full-time
Hybrid
Mid Level
$100K/yr - $130K/yrReplica is a company that provides data about the built environment and how people interact with it. They are seeking a Customer Success Manager to deepen relationships with transportation and planning agencies across the Western US, helping users effectively utilize their platform and data to solve pressing transportation challenges.
AnalyticsComputerSoftwareTransportation
Responsibilities
Engage with users to drive customer success
You’ll empower customers to use Replica’s tools with confidence, building relationships and helping users translate data into real-world impact:
Design and lead user trainings and workshops to help users independently navigate and find value in Replica’s tools and data
Help users identify potential projects, execute analyses, and document real-world Replica use cases
Build trusted relationships with customer champions and power users who can advocate for Replica within their organizations
Represent Replica at industry conferences and public forums to strengthen relationships with partners and position Replica as a trusted voice in transportation planning
Gather and synthesize the “voice of the customer”
You’ll capture and distill insights from users to help inform Replica’s product direction and customer strategy:
Maintain structured account documentation, ensuring meeting notes, product feedback, use cases, and renewal details are consistently captured in shared systems (e.g., Notion, Attio, Mixpanel)
Document learnings from customer meetings in detail and distill insights into actionable summaries
Proactively gather and document product feedback directly from users and persuasively share the Customer perspective with Replica’s Product and Data teams
Translate customer learnings into internal recommendations that shape product roadmap, marketing narratives, and Customer team playbooks and templates
Build executive relationships and drive account growth
You’ll cultivate trusted partnerships with and demonstrate Replica’s value to agency leaders to promote account renewal and growth:
Build trusted, strategic relationships with agency decision-makers through regular check-ins and communications
Prepare and deliver clear, persuasive narratives for executive-level presentations that demonstrate platform value and impact
Establish success metrics and adoption goals, tracking progress against them over time
Monitor account health and anticipate renewal risks and identify opportunities for intervention
Surface and shape opportunities for account expansion, pilots, or new product development in collaboration with agency leadership
Qualification
Required
Experienced relationship manager who can build rapport and trust in high-stakes, consultative environments
Strong communicator who explains complex ideas clearly to both technical and non-technical audiences
Entrepreneurial problem-solver who develops and executes strategies to drive measurable progress
Proactive and generative thinker who can work with users to identify use cases and shape future product needs
Organized operator who documents and follows through on action items from internal and customer-facing meetings
Skilled teacher and facilitator who leads engaging trainings and workshops that build user confidence and capability
Intellectually curious learner with a passion for using data and technology to address public sector challenges
Preferred
Background in management consulting, tutoring/coaching, government technology, customer success, user experience, and/or project and product management
Understanding of and experience with government policy formulation and procurement processes
Experience with managing complex project management or CRM tools (e.g., Attio, Salesforce, or similar programs)
Proficiency with data storytelling, dashboards, or visualization platforms (e.g., PowerPoint, Tableau, PowerBI)
Familiarity with geospatial data, transportation systems, or urban planning
Experience working for or collaborating with a government agency in California
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 FSA options
401k account + employer safe harbor contribution
Offices in San Francisco, CA, New York and Kansas City
Flexible PTO
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.
Company
Replica
Replica is an enterprise data platform that delivers critical insights about the built environment.
Founded in 2019
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$52MKey Investors
Founders FundInnovation Endeavors
2021-04-21Series B· $41M
2019-09-12Series A· $11M
2019-02-04Pre Seed
Leadership Team
A
Alexei Pozdnukhov
Chief Scientist
Recent News
2025-08-08
2025-04-03
2025-03-03
Company data provided by crunchbase