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CodeRabbit is the leading AI code review platform trusted by 17,000+ customers and 150,000 open-source projects, processing over 2 million code reviews weekly. The company is well-funded (Series C at $1.5B valuation) and building Agentic Change Management—a control layer for software changes created by humans and AI.
You will join as Director of Customer Success Management, reporting to the VP of Customer Success, leading the customer success organization in the Americas theater. This is a people-management role responsible for ensuring enterprise and startup customers realize maximum value from CodeRabbit's AI-powered code review platform.
Key responsibilities include:
- Hiring, developing, and scaling a Customer Success Management team
- Owning renewal, expansion, and churn forecasting; delivering NRR and GRR commitments to leadership
- Overseeing the complete customer journey from onboarding through production scaling
- Building and maintaining strong relationships with customers; understanding their business objectives
- Developing playbooks, knowledge bases, and customer-facing communications
- Owning a book of business including renewals and expansion opportunities
- Becoming a product expert on all CodeRabbit components
- Educating customers on best practices to maximize value
- Championing customer needs internally and influencing product roadmap decisions
- Partnering cross-functionally to solve customer challenges
- Presenting periodic reviews to customer leadership
You will work in a fast-moving, collaborative environment focused on solving the bottleneck of judgment as AI writes more code. The role requires travel approximately 25% of the time to meet with customers.
REQUIREMENTS:
- Minimum 10+ years of experience in customer success, account management, or similar roles, with at least 5 years in a leadership position
- Demonstrated success building and scaling customer-facing teams in high-growth technology companies
- Technical competency to understand CodeRabbit's software and build relationships with highly technical prospects and C-level stakeholders
- Strong knowledge of customer success space, including negotiations and procurement processes
- Proficiency with sales methodologies (MEDDPICC, SPICED, Command of Message)
- Ability to establish trust at CxO level and with software development practitioners
- Familiarity with modern software development practices: Git, GitHub, CI/CD, VS Code, Cursor
- Excellent business communication skills in spoken and written English
- Customer obsession and passion for delivering high-quality experiences
NICE TO HAVE:
- Experience with code review processes and tools
- Familiarity with AI, software developer, and open-source technologies
- GTM experience at early-stage, high-growth, VC-backed startups
- Knowledge of Git providers (GitHub, Bitbucket, GitLab, Azure DevOps)
- Experience with major cloud providers and cloud-native technologies
- Familiarity with observability, RCA, and debugging practices
