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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—the control layer for software changes created by humans and AI.
You will build and lead CodeRabbit's pooled customer success team, a new function within the Scaled Success organization. This team operates on a signal-driven model: work arrives on a shared queue when specific triggers fire—onboarding stalls, configuration gaps, key user churn, renewal approaches, cancellation starts, or seat underutilization. Signals come from CodeRabbit's configuration maturity model and automated campaigns.
In this role, you will:
**Core Responsibilities:**
- Hire and manage pooled customer success managers, starting with first hires in Q1
- Design the queue: define which signals create work, prioritization rules, response standards, and case closure criteria
- Establish routing rules between digital, pooled, and named account lanes, including escalation and hand-back paths
- Build and maintain a playbook library (one per trigger type) covering dormant accounts, solo users, stalled onboarding, cancellations, and renewals
- Own the save lane: route cancellation and non-renewal signals to people, capture reasons, and fix fixable issues
- Manage expansion hand-offs: surface seat headroom and buying signals to account executives with full context
- Build the team's readout with the Success Analytics Engineer: queue volume by trigger, time to first response, time to resolution, configuration movement, and retention metrics
- Measure and optimize capacity: determine how many accounts one CSM can carry and build the case for expanding pooled coverage
**First Quarter Priorities:**
- Hire the first pooled customer success managers
- Define trigger set and response standards; get queue live in tooling
- Ship playbooks for highest-volume triggers
- Stand up reporting: queue volume, response/resolution times, retention of covered accounts
**Requirements:**
- 5+ years in customer success or technical support for a developer-facing product
- 2+ years managing people
- Built or run a shared-queue motion before (scaled success, support desk, or success pool)
- Technical depth: shipped code, run CI, or supported developers; can read configuration files
- Data-driven: read dashboards, question anomalies, write basic SQL or specify queries needed
- Written operating procedures that others followed
- Comfortable building where playbooks don't exist; document as you go
**Nice to Have:**
- Experience with health scoring or trigger-based outreach in success/support platforms
- Familiarity with Pylon, Customer.io, PostHog, Salesforce, or equivalents
- Familiarity with AI tooling and examples of using it in similar roles
- Personal experience with CodeRabbit or other AI code review tools
