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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 recently closed a $143M Series C at a $1.5B valuation and is building Agentic Change Management—a control layer for software changes created by humans and AI.
The Scaled Success team manages the health of CodeRabbit's fast-growing customer base. You will join a newly formed pooled customer success team working a shared queue of customer accounts. This is a high-leverage role where you respond to triggered signals (stalled onboarding, configuration gaps, inactive users, approaching renewals, cancellations, seat underutilization) and move accounts from default settings to configured, renewing customers through focused conversations.
Key responsibilities include:
- Managing a shared queue of triggered accounts and responding within team standards
- Configuring customer setups (Path Instructions, Learnings, pre-merge checks, IDE/CLI, MCP)
- Working cancellation and non-renewal signals to understand root causes and resolve fixable issues
- Running renewal conversations based on data signals
- Qualifying expansion opportunities and handing off to account executives with full context
- Contributing playbook feedback—documenting gaps and proposing improvements
- Maintaining clean case records so teammates can seamlessly continue work
In your first quarter, you will complete product onboarding, work cases alongside the team, document the first ten playbook gaps with proposed fixes, and contribute to the team's first readout on cases by trigger, resolution, and configuration movement.
The team operates on measured results: campaigns ship with control groups, numbers are labeled by source, and every report is auditable. You will learn how to move accounts from default to renewing in a handful of conversations and use data to determine which accounts need human intervention.
Requirements:
- 2+ years in customer success, technical support, or solutions for a developer-facing product
- Experience working a ticket queue or shared inbox at volume while maintaining quality
- Clear writing skills in tickets, email, and documentation
- Commitment to understanding why customers leave and recording it consistently
- Comfort working on a team where playbooks are still being developed
Nice to have:
- Ability to read YAML configuration files, open pull requests, run CLI commands, and discuss workflows with engineers
- Experience with CodeRabbit or similar AI code review tools
- Working knowledge of CI/CD pipelines and GitHub/GitLab workflows
- Experience with Pylon, Customer.io, or similar success/support platforms
- Familiarity with AI tooling and demonstrated use in similar roles
