Original listing text, shown exactly as published by the company.
Key Responsibilities
Team Leadership & Org Building
- 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
Retention & Expansion Strategy
- 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
Operations & Analytics
- Instrument the Scaled Success function with the right tooling and a clear data model for customer health
- Build dashboards and reporting cadences that give leadership clear visibility into leading indicators of churn and growth
- Establish operational rhythms: internal business reviews, renewal forecasting, and escalation playbooks
Qualifications
Great candidates often have these 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
- Familiarity with product-led growth motions and how to layer human-led CS on top of a PLG funnel
- Hands-on experience with Gainsight, Mixpanel, Amplitude, or similar CS and product analytics tooling
- Experience scaling a CS function from early-stage through Series B/C growth
“Nice to Have”Great candidates may also have one or more of these qualifications
- 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
