Process Safety Director, UK and Ireland
Jensen Hughes
Lead Jensen Hughes’ process safety consultancy growth across the UK and Ireland. Shape services, advise industrial clients, develop business and mentor technical teams.
Open
CodeRabbit is an artificial intelligence and SaaS company building tools for enterprise software development teams. Its AI-powered code review platform integrates with GitHub and GitLab to analyze pull requests, provide line-by-line feedback, identify potential bugs, suggest fixes, and generate review summaries. By supporting faster, more consistent reviews while keeping developers involved in the process, CodeRabbit helps teams improve software quality and streamline their engineering workflows, with data privacy and security as core considerations.
Regional Director, Pooled Customer Success
Lead CodeRabbit’s pooled customer success team for its AI code review platform, building a signal-driven service model. Hire managers, launch playbooks, and use data to improve retention.
United States
California$200,000 – $225,000 / year
HybridFull-timeLeadEnglish RequiredCustomer SuccessCustomer Success ManagerDescription
- Lead and operate the pooled customer success team
- Recruit and manage pooled customer success managers, starting with the first-quarter hires
- Design the shared queue, defining customer signals, prioritization, response and resolution standards, and case closure
- Set routing rules across digital, pooled, and named customer coverage
- Develop and maintain trigger-based playbooks with the Content and Enablement Specialist
- Oversee cancellation and non-renewal cases, recording customer reasons and resolving issues that can be fixed
- Pass relevant customer context to account executives during expansion hand-offs
- Track and review team measures such as queue volume, response and resolution times, configuration changes, and retention
- Assess queue capacity and make the case for extending pooled coverage
- During the first quarter, recruit the initial managers, set triggers and response standards, launch the queue, publish playbooks, and establish reporting
Requirements
- At least 5 years in customer success or technical support for a developer-facing product, including 2 or more years managing people
- Experience establishing or operating a shared-queue model, such as scaled customer success, a support desk, or a pooled success team
- Technical background with a code review product: have shipped code, run CI, or supported developers doing both, and be able to read a configuration file
- Able to interpret dashboards, investigate unusual figures, and write a basic SQL query or specify one
- Experience writing operating procedures that other people used
- Comfort building in an undefined area and documenting processes
- Preferred: Experience with health scoring or trigger-based outreach in a customer success or support platform
- Preferred: Familiarity with Pylon, Customer.io, PostHog, Salesforce, or comparable tools
- Preferred: Familiarity with AI tools and examples of applying them in similar roles
- Preferred: Experience using CodeRabbit or another AI code review tool on personal repositories
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