Services Lead

What this role means for you

We believe great services are measured by outcomes, not activity.

Replo is hiring a delivery leader to build and run a high-impact Services function while owning a portfolio of high-value customers end to end. You will shape how Replo works with ambitious brands, deliver work that drives real business results, and make the product more valuable through direct customer feedback.

This role comes with real ownership. You will lead delivery, manage execution, work directly with customers, and help define how services, onboarding, and account ownership scale over time. You’ll work closely with founders and leadership, with autonomy to make decisions and accountability for results.

You’ll partner directly with founders, marketers, and operators who care deeply about performance, quality, and ROI. This is a hands-on role in a fast-moving environment for someone who wants to build something meaningful while scaling quickly.

What you’ll be working on

Client Delivery & Customer Ownership

• Own a portfolio of high-value Replo customers from onboarding through renewal and expansion

• Lead end-to-end onboarding, including technical setup, first builds, and launch readiness

• Act as the primary point of contact for strategy, execution, and problem-solving

• Own end-to-end delivery of Replo-related services engagements with clear scope, timelines, and expectations

• Work hands-on with customers to build pages, flows, and experiments in Replo that drive measurable revenue

• Manage multiple concurrent engagements while maintaining a high bar for quality and reliability

• Ensure all work ties back to clear business outcomes and increased value from using Replo

• Manage renewals by ensuring customers clearly understand and feel the ROI they’re getting

Expansion & Growth

• Identify expansion opportunities (additional projects, higher tiers, services, or usage-based upsells) through delivered value

• Execute expansions naturally through strong delivery and trusted relationships

Team & Execution

• Build, manage, and maintain a trusted network of external contractors across design, development, CRO, and analytics

• Delegate effectively while remaining closely involved in review and quality control

• Step in hands-on when needed to unblock delivery, review work, troubleshoot, or execute directly in Replo

Services Development & Product Feedback

• Partner with leadership to shape services offerings, pricing, and packaging based on real delivery experience

• Provide clear feedback on costs, resourcing, and what does and does not scale

• Translate customer feedback into structured product insights for the internal team

• Help customers adopt new features, workflows, and best practices as Replo evolves

Operating Rhythm

• Establish lightweight delivery processes that balance speed with quality

• Navigate high-pressure projects calmly while keeping customers and internal stakeholders aligned

• Continuously improve how services and customer ownership operate without overengineering process
  

Who you are

• You can be in the San Francisco office 3–4 days per week

• You’ve led delivery for client services projects and owned outcomes across multiple engagements

• Hands-on experience delivering digital, ecommerce, CRO, or growth work with clear ROI

• Very hands-on — building, troubleshooting, and executing directly with customers

• You set clear, realistic expectations and consistently deliver what was promised or better

• You’ve worked in fast-paced, high-pressure environments and manage complexity without sacrificing quality

• You’ve managed contractors or teammates and hold a high bar for execution

• You are comfortable with ambiguity and defining the right path forward per customer

• You’ve been burned by poor onboarding or weak account ownership before and have strong opinions about doing it better

Bonus points if you

• Have experience with Shopify, Replo, or similar ecommerce platforms

• Have delivered both one-off projects and ongoing retainers

• Have managed high-value B2B SaaS, agency, or ecommerce tooling customers

• Have experience upselling, expanding, or renewing contracts through delivered value

• Have a strong network of designers, developers, or CRO practitioners

• Have worked at an early-stage (Series A or earlier) startup

• Have an eye for design or experience with tools like Figma, Webflow, or page builders

• Have built things for customers directly, not just managed timelines

• Have started a company before

• Care deeply about customer trust and long-term relationships