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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.
Tavsif
- 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
Talablar
- 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