Director, Enterprise Customer Success Management

About CodeRabbit CodeRabbit is the leading AI code review platform, trusted by more than 17,000 customers and 150,000 open-source projects, conducting over 2 million code reviews each week. We build the symbiotic partnership between developers and AI that makes shipping fast software safe again, reviewing every pull request, IDE change, and CLI commit so teams can move quickly without breaking things. We are a fast-moving, well-funded company, fresh off a $143M Series C at a $1.5B valuation — building Agentic Change Management, the control layer for software changes created by humans and agents. As AI writes more of the world's code, the bottleneck moves from implementation to judgment and helping human judgment scale is exactly the problem we exist to solve. 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 teamOwn forecasting for renewals, expansion, and churn risk across the book of business, delivering accurate NRR and GRR commits to the executive teamOverseeing the customer journey from onboarding to production scalingBuild strong, meaningful relationships with our customers and proactively seek to understand their business objectives and expectationsBuilding playbooks and knowledge basesOwn a book of business to include renewals and expansion opportunitiesBecome a product expert and understand all components of CodeRabbitEducate customers on the best product usage to ensure they maximize their valueChampion customer needs internally, leveraging your customer knowledge to advocate for them and influence the product roadmapRelentlessly focus on solving customer challenges by effectively communicating specific benefits and best practices of CodeRabbitOwn customer-facing communications to ensure a professional and concise messagePartner cross-functionally to advocate for customer needsDevelop 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 roleDemonstrated success building and scaling customer-facing teams in a high-growth technology companyTechnical competency to understand CodeRabbit’s software and build strong relationships with highly technical prospects and key business stakeholdersStrong knowledge of the customer success space, including experience with negotiations and procurement processesCustomer Obsession: a passion to deliver a high-quality customer experience and a curiosity to help solve their problemsComfortable and proficient with various sales methodologies such as MEDDPICC, SPICED, and Command of MessageAbility to establish trust at the CxO level as well as with software development practitionersFamiliarity with modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, CursorExcellent communication skills: business fluency in spoken and written EnglishAbility 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 toolsFamiliarity with AI, software developer, and open source technologiesExperience with GTM at early-stage, high-growth, VC-backed startupsFamiliarity with Git providers, e.g. GitHub, Bitbucket, GitLab, Azure DevOpsExperience with major cloud providers and cloud-native technologiesFamiliarity with observability, RCA, and debugging practices Our Values Collaborative Humans: Prioritizing collective intelligenceFearless Innovators: Turning obstacles into growth opportunitiesPersistent Passionate Developers: Thriving on complex, long-term challengesImpact-Driven Creators: Crafting intuitive tools for developersRapid Learners and Un-learners: Adapting quickly in our fast-paced technological world What we offer Work on cutting-edge technology with real-world impactCollaborative and innovative environmentCompetitive salary, equity, and benefitsProfessional development opportunities Compensation Range: $200K - $275K