Location: Remote (U.S.)
Department: Customer Success
Reports to: VP, Global Sales / Head of Customer Success

Why Replica?

At Replica, we’re building something different. The internet has become a dangerous place for enterprises — hostile actors, untrusted AI tools, and uncontrolled SaaS environments threaten sensitive workflows every day. Despite billions of dollars spent on security, data is still stolen, fraud persists, and innovation is slowed.

The world’s first zero-trust isolated environments platform. We enable organizations to work safely in places they otherwise couldn’t—from investigating cybercriminals and analyzing malware, to testing AI models, enabling full lifecycle M&A, and collaborating securely with partners. With patented isolation technology, attribution management, and full auditability, Replica empowers security, IT, and product leaders to accelerate their business with confidence.

We’re a Certified B Corporation, which means we’re a Public Benefit Corporation, with a mission to protect life online. If you want to join a fast-growing, high-impact company defining a new security category, Replica is the place to be.

About the Role

We are seeking a proactive Customer Success Manager (CSM) to ensure our enterprise customers achieve maximum value from Replica. As a CSM, you will be the trusted advisor guiding customers through onboarding, adoption, and expansion. You’ll work closely with product, sales, and engineering to drive retention, satisfaction, and growth.

This is a strategic role where you’ll shape the customer experience and directly influence Replica’s growth trajectory.

Responsibilities

• Own the post-sales relationship with assigned enterprise customers, acting as their trusted advisor.
• Lead customer onboarding, training, and enablement to ensure quick time-to-value.
• Drive adoption and engagement by understanding customer goals and aligning Replica use cases.
• Proactively identify expansion opportunities and partner with sales on renewals and upsells.
• Serve as the customer’s voice internally—providing feedback to product, engineering, and leadership.
• Monitor customer health metrics and develop playbooks to mitigate risk and prevent churn.
• Deliver regular business reviews and success plans to executive stakeholders.
• Ensure compliance and audit needs (logging, attribution, chain-of-custody) are fully met.

Qualifications

• 5+ years in customer success, account management, or consulting in enterprise software/SaaS (cybersecurity or IT infrastructure preferred).
• Strong ability to build relationships with senior IT, product, and security stakeholders.
• Track record of driving adoption, retention, and expansion in complex enterprise accounts.
• Excellent project management and communication skills.
• Familiarity with enterprise security and IT operations is a strong plus.
• Self-starter with a bias for action; thrives in a fast-paced, growth-stage company.

What We Offer

• Competitive salary + performance bonus.
• Meaningful equity in a high-growth cybersecurity company.
• Health, dental, and vision benefits.
• Mission-driven culture with flexibility, ownership, and impact.
• The chance to join a category-defining company at an inflection point.

✨ Join us at Replica and help our customers work securely, beyond threats.