Director, Enterprise Customer Success Management

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

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

What We Offer

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