10+ years in customer success or account management, with 5+ years in leadership
Proven track record in building and scaling customer-facing teams in tech
Technical understanding of software to engage with technical stakeholders
Strong knowledge of customer success, negotiations, and procurement
Passionate about delivering high-quality customer experiences
Familiar with sales methodologies like MEDDPICC and SPICED
Ability to build trust with CxOs and software developers
Knowledge of modern software development practices and tools
Excellent English communication skills
Willingness to travel 25% of the time
Responsibilities
Hire and develop a Customer Success Management team
Forecast renewals, expansion, and churn risk accurately
Oversee the customer journey from onboarding to scaling
Build strong relationships with customers to understand their goals
Create playbooks and knowledge bases for customer success
Manage a book of business for renewals and expansions
Become a product expert and educate customers on best usage
Advocate for customer needs and influence the product roadmap
Communicate effectively with customers to convey benefits and best practices
Collaborate cross-functionally to represent customer interests
Present periodic reviews to customer leadership
Benefits
Work on cutting-edge technology with real-world impact
Collaborative and innovative work environment
Competitive salary, equity, and benefits
Opportunities for professional development
Full Job Description
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
