Director of Scaled Success

Key Responsibilities

• Hire, develop, and lead a team of program managers, renewals managers, and other digital success specialists to focus on CodeRabbit’s scaled customers
• Define team structure, coverage models, and career development frameworks for the Scaled Success function
• Build a culture of accountability, data-driven decision-making, and genuine customer advocacy
• Own net revenue retention (NRR) for scaled customers, including retention, expansion, and adoption metrics
• Design and execute scalable programs — automated health scoring, in-app nudges, digital journey sequences — that drive adoption and reduce churn without 1:1 resource overhead
• Partner with Sales to identify and hand off expansion opportunities across accounts approaching enterprise thresholds
• Build and continuously refine onboarding programs that get engineering teams to first value fast
• Define success milestones and engagement triggers across the customer journey, from activation through renewal
• Collaborate with Product to close the feedback loop on friction points, feature gaps, and expansion blockers

Qualifications

• 7+ years in Customer Success, with at least 3 years leading a Scaled or Digital Success team at a B2B SaaS company
• Demonstrated ownership of NRR at scale — you’ve set the number, built the plan, and hit it
• Experience building and running tech-touch or digital success programs for a high-volume customer base
• Strong operational instincts: you know how to instrument a CS function, read the data, and act on it
• Excellent cross-functional collaborator — you work as a peer with Product, Marketing, and Sales, not just in reaction to them
• Track record of recruiting and developing a high-performing team
• Experience at a developer tools, DevOps, or technical SaaS company — you understand how engineering teams make decisions
• Experience scaling a CS function from early-stage through Series B/C growth

What we offer

• Work on cutting-edge technology with real-world impact
• Collaborative and innovative environment
• Competitive salary, equity, and benefits
• Professional development opportunities