Pooled Customer Success Manager
About The Position
CodeRabbit is hiring a Pooled Customer Success Manager for its Scaled Success team, located in San Francisco, Boston, or Austin. The team supports the health of CodeRabbit’s large and growing customer base. This is one of the first roles on a newly formed pooled customer success team. The role works a shared queue of customer accounts, responding to signals such as stalled onboarding, incomplete configuration, reduced user activity, approaching renewals, cancellation requests, and unused seats. The manager investigates customer needs, helps configure CodeRabbit for their repositories and workflows, supports retention and renewals, and records outcomes so other team members can continue the work. Customer insights also inform playbooks, automated campaigns, and future triggers. The role collaborates with the pooled team, the Content and Enablement Specialist, and the account executive responsible for expansion in scaled customer segments. During the first quarter, the manager will complete product onboarding, handle cases alongside the team, work to the team’s response standard, document ten cases where the playbook was missing or incorrect and propose fixes, and contribute to an initial readout covering cases by trigger, resolution, and configuration progress. The team uses measured results, control groups for campaigns, source-labeled numbers, and reports tied to auditable rules.
Requirements
- At least 2 years of experience in customer success, technical support, or solutions for a developer-facing product.
- Experience working a high-volume ticket queue or shared inbox while maintaining quality.
- Clear writing skills for tickets, email, and documentation.
- Interest in understanding why customers leave and a practice of recording that information consistently.
- Comfort working on a team whose playbook is still being developed.
Nice To Haves
- Ability to read YAML configuration files, open pull requests, run a CLI, and discuss engineering workflows without a script.
- Experience using CodeRabbit or another AI code review tool.
- Working knowledge of CI/CD pipelines and GitHub or GitLab workflows.
- Experience with Pylon, Customer.io, or a similar success or support platform.
- Familiarity with AI tooling and examples of using it in similar roles.
Responsibilities
- Pick up triggered customer accounts from the shared queue, respond within the team’s standard, and resolve or route each case.
- Configure customers’ repositories and workflows, including Path Instructions, Learnings, pre-merge checks, IDE and CLI, and MCP.
- Respond to cancellation and non-renewal signals, understand the reasons, address fixable issues, and document issues that cannot be resolved.
- Conduct renewal conversations when customer signals indicate they are needed.
- Identify unused seat capacity or buying signals, qualify expansion opportunities, and pass relevant context to the account executive.
- Document gaps in the playbook and share patterns that could inform new content, triggers, or automation.
- Maintain clear case records so other queue members can continue the work.
- Complete product onboarding and handle initial cases alongside the team.
- Document the first ten cases where the playbook was missing or incorrect and propose a fix for each.
- Contribute to the team’s first readout on cases by trigger, resolution, and configuration movement for accounts handled.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
