Director, Enterprise Customer Success Management
About The Position
CodeRabbit is hiring a Director of Customer Success Management to join its growing customer success organization in the Americas theater. Reporting to the VP of Customer Success, this leader will ensure customers realize value from CodeRabbit’s AI-powered code review platform and will lead and develop the organization responsible for customer success across enterprises and startups. The role will shape and scale post-sales strategy and operations, helping customers maximize value from their engagement. The director will oversee the customer journey from onboarding through production scaling, own renewals and expansion opportunities, and advocate for customer needs internally. The position also involves building and developing a customer success team, forecasting renewals, expansion, and churn risk, and partnering cross-functionally to influence the product roadmap.
Requirements
- At least 10 years of experience in customer success, account management, or a similar role, including at least 5 years in a leadership role.
- Demonstrated success building and scaling customer-facing teams at a high-growth technology company.
- Technical competency to understand CodeRabbit’s software and build relationships with technical prospects and key business stakeholders.
- Strong knowledge of customer success, including experience with negotiations and procurement processes.
- Passion for delivering a high-quality customer experience and curiosity about solving customer problems.
- Comfort and proficiency with sales methodologies such as MEDDPICC, SPICED, and Command of Message.
- Ability to establish trust with CxO-level leaders and software development practitioners.
- Familiarity with modern software development practices, version control systems, and the software development ecosystem, such as Git, GitHub, CI/CD, VS Code, and Cursor.
- Excellent spoken and written English communication skills.
- Ability to travel about 25% of the time to meet with customers.
Nice To Haves
- Experience with code review processes and tools.
- Familiarity with AI, software developer, and open source technologies.
- Experience with go-to-market work at early-stage, high-growth, VC-backed startups.
- Familiarity with Git providers such as GitHub, Bitbucket, GitLab, and Azure DevOps.
- Experience with major cloud providers and cloud-native technologies.
- Familiarity with observability, root cause analysis, and debugging practices.
Responsibilities
- Hire and develop a Customer Success Management team.
- Own forecasting for renewals, expansion, and churn risk across the book of business, delivering accurate NRR and GRR commitments to the executive team.
- Oversee the customer journey from onboarding to production scaling.
- Build strong customer relationships and proactively understand customers’ business objectives and expectations.
- Build playbooks and knowledge bases.
- Own a book of business, including renewals and expansion opportunities.
- Become a product expert and understand all components of CodeRabbit.
- Educate customers on best product usage to help them maximize value.
- Champion customer needs internally and use customer knowledge to advocate for them and influence the product roadmap.
- Solve customer challenges by communicating CodeRabbit’s benefits and best practices.
- Own customer-facing communications to ensure professional, concise messaging.
- Partner cross-functionally to advocate for customer needs.
- Develop and present periodic reviews to customer leadership.
Benefits
- Competitive salary, equity, and benefits.
- Professional development opportunities.
- Opportunity to work on cutting-edge technology with real-world impact.
- Collaborative and innovative environment.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
