Pooled Customer Success Manager

The role

You will work a shared queue of customer accounts to resolve issues like stalled onboarding, configuration needs, or renewals. You will move customers from default settings to configured setups and provide feedback to improve playbooks and automation.

What you will do

• Pick up triggered accounts and respond within the team's standard
• Take customers from default settings to a setup that fits their repositories
• Work cancellation and non-renewal signals to fix what can be fixed
• Run renewal conversations when signals indicate a need
• Qualify seat headroom or buying signals and pass them to the account executive
• Provide feedback on playbooks to create new content or automation
• Maintain clean case records for the queue

Required qualifications

• 2+ years in customer success, technical support or solutions for a developer-facing product
• Experience working a ticket queue or a shared inbox at volume
• Clear writing in tickets, email and documentation
• Comfortable on a team where the playbook is still being written

Nice to have

• Can read a YAML configuration file, open a pull request, run a CLI, and talk to an engineer about their workflow without a script
• Used CodeRabbit or another AI code review tool
• Working knowledge of CI/CD pipelines and GitHub or GitLab workflows
• Experience with Pylon, Customer.io or a similar success or support platform
• Familiar with AI tooling and examples of using it in similar roles

About the company

CodeRabbit is the AI code review platform and the governance and control layer for agentic software development. It serves nearly 20,000 customers and supports approximately 300,000 open-source repositories.