Pooled Customer Success Manager

CodeRabbit is the governance and control layer for agentic software development. The Scaled Success team's pooled customer success team works a shared queue of customer accounts, triggered by signals such as stalled onboarding, unconfigured setups, inactive users, approaching renewals, cancellations, and underused seats. The role involves configuring customers, working saves and renewals, handing expansion opportunities to account executives, and documenting playbook gaps. The team runs on measured results, with campaigns shipped with control groups and reports traceable to auditable rules.

Responsibilities

Work the shared queue of triggered customer accounts, respond within the team's standard, and resolve or route each one; Take customers from default settings to a setup that fits their repositories, including Path Instructions, Learnings, pre-merge checks, IDE and CLI, and MCP; Work cancellation and non-renewal signals, understand the reason, fix what can be fixed, and record what cannot; Run renewal conversations where the signals say one is needed; Qualify expansion signals and hand them to the account executive with context; Turn playbook gaps into notes, content, triggers, or automation; Write case records clean enough for anyone on the queue to pick up

Requirements

2+ years in customer success, technical support or solutions for a developer-facing product; Has worked a ticket queue or shared inbox at volume and kept quality up; Writes clearly in tickets, email and documentation; Wants to know why a customer left and records it every time; 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; Has 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