CodeRabbit
CodeRabbit
CodeRabbit este o companie de inteligență artificială și software ca serviciu care dezvoltă instrumente pentru echipele de dezvoltare software din cadrul organizațiilor. Platforma sa de analiză a codului, bazată pe inteligență artificială, se integrează cu GitHub și GitLab pentru a analiza cererile de îmbinare, a oferi feedback la nivel de linie, a identifica posibile erori, a sugera remedieri și a genera rezumate ale analizelor. Susținând analize mai rapide și mai consecvente, menținând în același timp dezvoltatorii implicați în proces, CodeRabbit ajută echipele să îmbunătățească calitatea software-ului și să își eficientizeze fluxurile de lucru tehnice, acordând o importanță deosebită confidențialității și securității datelor.

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.

Descriere

  • 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

Cerințe

  • 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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