Director of Customer Success, Americas

About the role

The Director of Customer Success at CodeRabbit is responsible for leading and developing the customer success organization in the Americas. The ideal candidate will ensure customers realize value with the AI-powered code review platform and will work closely with customers to understand their business objectives and expectations.

Key Responsibilities

• Hiring and developing a Customer Success Management team
• Overseeing the customer journey from onboarding to production scaling
• Building strong, meaningful relationships with customers
• 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
• Education customers on the best product usage, ensuring they maximize the value out of it
• 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
• Own forecasting for renewals, expansion, and churn risk across the book of business, delivering accurate NRR and GRR commits to the executive team

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
• Customer Obsession: a passion to deliver a high-quality customer experience and a curiosity to help solve their problems
• Strong knowledge of the customer success space, including experience with negotiations and procurement processes
• 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

• 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

Our Values

• Collaborative Humans: Prioritizing collective intelligence
• Fearless Innovators: Turning obstacles into growth opportunities
• Persistent Passionate Developers: Thriving on complex, long-term challenges
• Impact-Driven Creators: Crafting intuitive tools for developers
• Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world

Equal Opportunity Employer

CodeRabbit is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.