CSM (State & Local Government)

Firm: Replica
Oakland, CA

Payment: Paid
Category: Transportation
Posted: May 11, 2022

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 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 75 employees with offices in Oakland, 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 Role
The 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 from contract signing through onboarding, activation and engagement, and renewal. Customer Success Managers are adept in building trusted advisor relationships with customers and are 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, and proactively pursue solutions for their customers.