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Pooled Customer Success Manager

CodeRabbit· Customer Success
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SF | Boston$130k - $150kFull-timePosted 4d ago

About the role

CodeRabbit is hiring a Pooled Customer Success Manager to manage a shared queue of customer accounts, drive configuration and renewals, provide feedback to playbooks, and collaborate with the pooled team to move accounts from default settings to renewing customers.

Responsibilities

  • - The queue: pick up triggered accounts, respond within the team's standard, and resolve or route each one
  • - Configuration: take customers from default settings to a setup that fits their repositories, including Path Instructions, Learnings, pre-merge checks, IDE and CLI, and MCP
  • - Saves: work cancellation and non-renewal signals, understand the reason, fix what can be fixed, and record what cannot
  • - Renewals: run the renewal conversation where the signals say one is needed
  • - The expansion hand-off: when you see seat headroom or a buying signal, qualify it and pass it to the account executive with the context they need
  • - Playbook feedback: every case the playbook did not cover becomes a note, and patterns across those notes become new content, a new trigger, or new automation
  • - Case records: notes clean enough that anyone on the queue can pick up where you left off

Qualifications

  • - 2+ years in customer success, technical support or solutions for a developer-facing product
  • - You have worked a ticket queue or a shared inbox at volume and kept quality up
  • - You write clearly in tickets, email and documentation
  • - You want to know why a customer left, and you record it every time
  • - You are comfortable on a team where the playbook is still being written

Skills

Required:Customer success mindsetClear written communication
Last updated Oct 21, 2026. Interested? Apply on the company site.
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