Customer Success Manager

Customer Success Manager, Western U.S.

Location:

California, Washington D.C., or New York City preferred

Replica 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.

Replica 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 Relationships

This role sits within Replica’s customer team, reporting to the Western Region Customer Lead.

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

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…