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Regional Director of Pooled Customer Success

CodeRabbit· Customer Success
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Hybrid (San Francisco)$200k - $225kFull-timePosted 1w ago

About the role

Leader responsible for building and running the pooled customer success team, defining queues, routing, playbooks, and metrics to drive retention and scale a shared-queue motion for CodeRabbit’s customer base.

Responsibilities

  • Hire the first pooled customer success managers
  • Queue design: signals, prioritization, response and resolution standards, and case closure
  • Define routing rules between digital, pooled and named lanes, including escalation paths
  • Develop the playbook library per trigger with cross-functional collaboration (Content and Enablement Specialist)
  • Manage the save lane for cancellations/non-renewals with reason capture and fixes
  • Manage expansion hand-off to account executives when appropriate
  • Produce team readouts: queue volume by trigger, response/resolution times, configuration movement, retention for covered accounts
  • Assess and justify capacity: number of accounts per queue member and future coverage expansion

Qualifications

  • 5+ years in customer success or technical support for a developer-facing product, with 2+ years managing people
  • Built or run a shared-queue motion before (scaled success, support desk, or success pool)
  • Technical ability to read a configuration file and understand code review tooling or CI
  • Data-driven mindset with ability to read dashboards, run basic SQL or specify needs
  • Experience documenting operating procedures that others follow
  • Comfort building processes where playbooks do not yet exist and documenting as you go

Skills

Required:Hiring and team managementQueue design and process modelingRouting rules and escalation planningPlaybook developmentData-driven decision making

Benefits

  • (Not specified in the provided description)
Last updated Oct 14, 2026. Interested? Apply on the company site.
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