Regional Head, Pooled Customer Success

CodeRabbit

San Francisco (CA)

Hybrid

USD 140,000 - 210,000

Full time

4 days ago

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Job summary

CodeRabbit is seeking an experienced Head of Scaled Success to build and run the pooled customer success team in San Francisco. You will design signals-driven workflows, define queue routing, and hire the initial CS managers.

You will partner with the Director and analytics to measure retention and drive scalable customer success motions that align with product maturity. You will bring 5+ years in customer success or technical support for developer-facing products, plus 2+ years of people

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 experience with code review tools or CI/CD is a plus.
Ability to read dashboards, question numbers, and write basic SQL queries.

Responsibilities

Hire the first pooled customer success managers and define the trigger set.
Design the queue, routing rules, response standards, and playbooks.
Build and run the pooled customer success motion with measured retention impact.
Develop team readouts and quarterly capacity planning reports.
Collaborate with Director and Analytics Engineer on metrics and scale.