Head of Pooled Customer Success Operations

AI Chopping Block, Inc.; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

CodeRabbit in San Francisco is seeking a Senior Manager to build and lead the pooled customer success team. You will design a signals-driven queue, write routing rules, and hire the initial CSMs as you define triggers and playbooks for high-volume workflows.

You will collaborate with the Director of Scaled Success, the Success Analytics Engineer, and the Content & Enablement Specialist to ensure robust metrics, training materials, and scalable processes that drive retention and expansion across

Qualifications

• 5+ years in customer success or technical support for a developer-facing product
• 2+ years managing people
• Experience building or running a shared-queue motion (scaled success, support desk, or success pool)
• Technical enough to read a code review product and configurations
• Data-driven: reads dashboards, questions metrics, and can write basic SQL queries

Responsibilities

• Build and run the pooled customer success team.
• Design the signals-driven queue and routing rules.
• Create playbooks per trigger and keep them current.
• Hire the first pooled CSMs in the initial quarter.
• Define queue triggers, response standards, and live the queue in tooling.
• Lead readouts: queue metrics and retention with analytics support.

Skills

Customer success

People management

Technical literacy

SQL basics

Job description

CodeRabbit in San Francisco is seeking a Senior Manager to build and lead the pooled customer success team. You will design a signals-driven queue, write routing rules, and hire the initial CSMs as you define triggers and playbooks for high-volume workflows.

You will collaborate with the Director of Scaled Success, the Success Analytics Engineer, and the Content & Enablement Specialist to ensure robust metrics, training materials, and scalable processes that drive retention and expansion across