Regional Director of Pooled Customer Success

The role

You will build and run the pooled customer success team. You will design the queue, write routing rules, set response standards, build playbooks, and hire the team.

What you will do

• Hiring and managing the pooled customer success managers
• Designing the queue including signal triggers, prioritization, and resolution standards
• Writing routing rules between digital, pooled, and named lanes
• Building the playbook library for various triggers
• Managing the save lane for cancellations and non-renewals
• Managing the expansion hand-off to account executives
• Building the team readout for queue volume, response times, and retention
• Determining team capacity and coverage needs

Required 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
• Technical enough to read a configuration file, ship code, or run CI
• Ability to read a dashboard and write a basic SQL query or specify one needed
• Experience writing operating procedures that others followed
• Comfortable building where the playbook does not exist and documenting as you go

Nice to have

• Experience with health scoring or trigger-based outreach in a success or support platform
• Familiarity with Pylon, Customer.io, PostHog, Salesforce or their equivalents
• Familiar with AI tooling and examples of using it in similar roles
• Used CodeRabbit or another AI code review tool on your own repositories

About the company

CodeRabbit is the governance and control layer for agentic software development. The platform provides independent validation for engineering teams through Review, Triage, Explain, and Secure.