Director, Enterprise Customer Success Management

CodeRabbit; Boston (MA); Presencial; USD 200.000 - 275.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Equity

Professional development

Collaborative environment

Descripción de la vacante

CodeRabbit is seeking a Director of Customer Success Management to lead the Americas team and scale our post-sales strategy for enterprise and startup customers. You will forecast renewals and expansion opportunities, manage churn risk, and partner with product to align on customer outcomes.

A strong leadership presence and deep CS expertise are essential to drive value and retention. You will build a high-performing CS organization, develop scalable processes, and collaborate across functions

Formación

• 10+ years in customer success, account management, or a similar role.
• 5+ years in leadership roles.
• Experience scaling customer-facing teams in a high-growth technology company.
• Technical ability to understand CodeRabbit’s software and engage highly technical stakeholders.
• Strong knowledge of customer success, including negotiations and procurement.

Responsabilidades

• Hire and develop a Customer Success Management team.
• Own forecasting for renewals, expansions, and churn risk; report NRR/GRR to exec team.
• Oversee the customer journey from onboarding to production scaling.
• Build relationships with customers and align with their business objectives.
• Develop playbooks and knowledge bases; own a book of renewals and expansions.
• Educate customers on product usage to maximize value and drive retention.

Conocimientos

Leadership in CS teams

Team building

Customer success strategy

Churn risk management

Executive communication

Herramientas

GitHub

GitLab

CI/CD

Bitbucket

Descripción del empleo

About CodeRabbit

CodeRabbit is the governance and control layer for agentic software development, helping engineering teams trust the code they ship. AI can generate code faster than people can review and understand it. Teams still need to know whether each change solves the right problem, fits their architecture, and is safe to ship. We provide independent validation grounded in codebase context and team standards, giving people the evidence they need to judge what should ship. Across Review, Triage, Explain, and Secure, our platform challenges changes before merge, prioritizes pull requests by value, impact, and risk, explains what changed and why it matters, and monitors the codebase for security vulnerabilities after merge. CodeRabbit serves nearly 20,000 customers and supports approximately 300,000 open-source repositories, performing over 2 million code reviews each week. Our $143M Series C, raised at a $1.5B valuation, supports further product development and international expansion.

CodeRabbit is the governance and control layer for agentic software development, helping engineering teams trust the code they ship. AI can generate code faster than people can review and understand it. Teams still need to know whether each change solves the right problem, fits their architecture, and is safe to ship. We provide independent validation grounded in codebase context and team standards, giving people the evidence they need to judge what should ship. Across Review, Triage, Explain, and Secure, our platform challenges changes before merge, prioritizes pull requests by value, impact, and risk, explains what changed and why it matters, and monitors the codebase for security vulnerabilities after merge. CodeRabbit serves nearly 20,000 customers and supports approximately 300,000 open-source repositories, performing over 2 million code reviews each week. Our $143M Series C, raised at a $1.5B valuation, supports further product development and international expansion.

Role Overview

At CodeRabbit, we seek an exceptional, passionate Director of Customer Success Management to join our growing customer success organization in the Americas theater. Reporting to the VP of Customer Success, you will ensure our customers realize value with our AI-powered code review platform. You will lead and develop the organization responsible for the success and happiness of customers — across enterprises and startups. This leader will shape and scale the post-sales strategy and operations, helping customers derive maximal value from their engagement.

Key Responsibilities

• Hiring and developing a Customer Success Management team
• Own forecasting for renewals, expansion, and churn risk across the book of business, delivering accurate NRR and GRR commits to the executive team
• Overseeing the customer journey from onboarding to production scaling
• Build strong, meaningful relationships with our customers and proactively seek to understand their business objectives and expectations
• Building playbooks and knowledge bases
• Own a book of business to include renewals and expansion opportunities
• Become a product expert and understand all components of CodeRabbit
• Educate customers on the best product usage to ensure they maximize their value
• Champion customer needs internally, leveraging your customer knowledge to advocate for them and influence the product roadmap
• Relentlessly focus on solving customer challenges by effectively communicating specific benefits and best practices of CodeRabbit
• Own customer-facing communications to ensure a professional and concise message
• Partner cross-functionally to advocate for customer needs
• Develop and present periodic reviews to customer leadership

Qualifications

Great candidates often have these qualifications:

• At least 10+ years of experience in customer success, account management, or a similar role, with at least 5 years in a leadership role
• Demonstrated success building and scaling customer-facing teams in a high-growth technology company
• Technical competency to understand CodeRabbit's software and build strong relationships with highly technical prospects and key business stakeholders
• Strong knowledge of the customer success space, including experience with negotiations and procurement processes
• Customer Obsession: a passion to deliver a high-quality customer experience and a curiosity to help solve their problems
• Comfortable and proficient with various sales methodologies such as MEDDPICC, SPICED, and Command of Message
• Ability to establish trust at the CxO level as well as with software development practitioners
• Familiarity with modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor
• Excellent communication skills: business fluency in spoken and written English
• Ability to travel about 25% of the time to meet with customers

Nice to Have

Great candidates may also have one or more of these qualifications:

• Experience with code review processes and tools
• Familiarity with AI, software developer, and open source technologies
• Experience with GTM at early-stage, high-growth, VC-backed startups
• Familiarity with Git providers, e.g. GitHub, Bitbucket, GitLab, Azure DevOps
• Experience with major cloud providers and cloud-native technologies
• Familiarity with observability, RCA, and debugging practices

Our Values

• Collaborative Humans: Prioritizing collective intelligence
• Fearless Innovators: Turning obstacles into growth opportunities
• Persistent Passionate Developers: Thriving on complex, long-term challenges
• Impact-Driven Creators: Crafting intuitive tools for developers
• Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world

What we offer

• Work on cutting-edge technology with real-world impact
• Collaborative and innovative environment
• Competitive salary, equity, and benefits
• Professional development opportunities

Compensation Range: $200K - $275K