Customer Success Manager

Customer Success Manager, Western U.S.Location: California, Washington D.C., or New York City preferredReplica provides data about the built environment and 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 34 employees with offices in San Francisco, New York and Kansas City.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 RoleReplica is seeking a Customer Success Manager to deepen and expand our relationships with transportation and planning agencies across the Western US.You will serve as the day-to-day lead for several of Replica's most important customers, working to boost platform awareness and equip users with the training and resources they need to succeed. You will help agencies use data and innovative technology to transform the way people move and solve pressing problems, like creating safer streets and managing emerging transportation technologies. You will work closely with Replica's Product and Data teams to help our platform evolve in step with customer needs.This role will be hybrid, with regular (though flexible) travel to customer sites and industry conferences to provide training and build stakeholder relationships.Strong candidates will have experience cultivating customer or stakeholder relationships and a record of carrying projects from start to finish. They should be comfortable developing and delivering persuasive executive presentations and leading effective training programs. Relevant backgrounds may include management consulting, government technology, customer success, user experience, or project and product management.Organizational RelationshipsThis role sits within Replica's customer team, reporting to the Western Region Customer Lead.ResponsibilitiesEngage with users to drive customer successYou'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 dataHelp users identify potential projects, execute analyses, and document real-world Replica use casesBuild trusted relationships with customer champions and power users who can advocate for Replica within their organizationsRepresent Replica at industry conferences and public forums to strengthen relationships with partners and position Replica as a trusted voice in transportation planningGather 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 summariesProactively gather and document product feedback directly from users and persuasively share the Customer perspective with Replica's Product and Data teamsTranslate customer learnings into internal recommendations that shape product roadmap, marketing narratives, and Customer team playbooks and templatesBuild executive relationships and drive account growthYou'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 communicationsPrepare and deliver clear, persuasive narratives for executive-level presentations that demonstrate platform value and impactEstablish success metrics and adoption goals, tracking progress against them over timeMonitor account health and anticipate renewal risks and identify opportunities for interventionSurface and shape opportunities for account expansion, pilots, or new product development in collaboration with agency leadershipMinimum QualificationsExperienced relationship manager who can build rapport and trust in high-stakes, consultative environmentsStrong communicator who explains complex ideas clearly to both technical and non-technical audiencesEntrepreneurial problem-solver who develops and executes strategies to drive measurable progressProactive and generative thinker who can work with users to identify use cases and shape future product needsOrganized operator who documents and follows through on action items from internal and customer-facing meetingsSkilled teacher and facilitator who leads engaging trainings and workshops that build user confidence and capabilityIntellectually curious learner with a passion for using data and technology to address public sector challengesNice to Have:Background in management consulting, tutoring/coaching, government technology, customer success, user experience, and/or project and product managementUnderstanding of and experience with government policy formulation and procurement processesExperience 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 planningExperience working for or collaborating with a government agency in CaliforniaWhat We ValueWe work in the service of othersWe understand that talent + diversity + curiosity + relentlessness winsWe believe walking > talkingWe operate with thoughtful urgencyWe communicate openly and directlyWe build products people useBenefitsOur people We work as a team and are excited to contribute to city planningCompetitive salary based on experience and potential for impactEquity at an early-stage startupHealth benefits including medical, dental, vision, and FSA options401k account + employer safe harbor contributionOffices in San Francisco, CA, New York and Kansas CityFlexible PTOCompensationReplica is committed to fair and equitable compensation practicesThe base salary range for this position is $100,000 to $130,000. 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 levelsThe 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 Replica is an Equal Opportunity EmployerReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsTo perform this job successfully, an individual must be able to perform each essential function satisfactorilyThe 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 in a metrics-driven and highly disciplined wayStrong interpersonal skills, demonstrating maturity and good judgment and ability to communicate with a diverse range of individualsA hands-on, action-oriented approach that fits well with an entrepreneurial, fast-paced cultureIf 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.Powered by JazzHRK21eFcmF9P