Regional Director of Pooled Customer Success

CodeRabbit is the leading AI code review platform, trusted by more than 17,000 customers and 150,000 open-source projects, conducting over 2 million code reviews each week. The Scaled Success team is responsible for the health of the customer base, and the pooled customer success team is the next team to be added, led by this role. The role builds and runs the pooled customer success team, which works on a shared queue when signals fire, such as stalled onboarding, unconfigured accounts, dormant or solo users, approaching renewals, cancellations, or underused seats. The role works directly with the Director, the Scaled Success program manager, the Success Analytics Engineer and the Content and Enablement Specialist. The team runs on measured results: campaigns ship with control groups, numbers are labeled by source, and every report traces to rules anyone can audit.

Responsibilities

Hire and manage pooled customer success managers, starting with first hires in the first quarter; Design the queue: which signals create work, how work is prioritized, response and resolution standards, and how a case closes; Define routing rules between digital, pooled and named lanes, including escalation and hand-back; Build the playbook library, one per trigger, with the Content and Enablement Specialist; Own the save lane for cancellation and non-renewal signals, capturing the reason on every one and fixing the fixable ones; Run the expansion hand-off to account executives working the scaled lanes; Own the team's readout (queue volume by trigger, time to first response, time to resolution, configuration movement, retention of covered accounts) with the Success Analytics Engineer; Manage capacity: accounts per queue person, and the case for extending pooled coverage further down the base; Define the trigger set, response standard for each trigger, and get the queue live in tooling within the first quarter; Ship first playbooks for the highest-volume triggers

Requirements

5+ years in customer success or technical support for a developer-facing product; 2+ years managing people; Built or run a shared-queue motion before (scaled success, support desk, or success pool); Technical enough for a code review product, with experience shipping code, running CI, or supporting developers, and able to read a configuration file; Works from data: can read a dashboard, question a number that looks wrong, and write a basic SQL query or specify the one needed; Has written operating procedures that other people followed; Comfortable building where the playbook does not exist yet and documenting as they go

Nice to have

Experience with health scoring or trigger-based outreach in a success or support platform; Familiarity with Pylon, Customer.io, PostHog, Salesforce or equivalents; Familiar with AI tooling and examples of using it in similar roles; Has used CodeRabbit or another AI code review tool on own repositories