About CodeRabbit

CodeRabbit is the governance and control layer for agentic software development, helping engineering teams trust the code they ship. AI can generate code faster than people can review and understand it. Teams still need to know whether each change solves the right problem, fits their architecture, and is safe to ship.

We provide independent validation grounded in codebase context and team standards, giving people the evidence they need to judge what should ship. Across Review, Triage, Explain, and Secure, our platform challenges changes before merge, prioritizes pull requests by value, impact, and risk, explains what changed and why it matters, and monitors the codebase for security vulnerabilities after merge.

CodeRabbit serves nearly 20,000 customers and supports approximately 300,000 open-source repositories, performing over 2 million code reviews each week. Our $143M Series C, raised at a $1.5B valuation, supports further product development and international expansion.

Location: San Francisco, Boston or Austin

About the team

CodeRabbit is the AI code review platform. Development teams install it on their repositories and it reviews every pull request, so it sits in the daily workflow of a large and fast-growing customer base. The Scaled Success team is responsible for the health of that base, and works alongside a program manager, a content and enablement specialist and a success analytics engineer. The pooled customer success team is new within it, and this is one of its first roles.

The role

You work a shared queue of customer accounts. Work arrives when a signal fires: onboarding has stalled, nothing has been configured, the only active user has gone quiet, a renewal is approaching, a cancellation has been started, or a team is using fewer seats than it has bought. You pick the case up, find out what is going on, get the customer configured and back to work, and close it out with a record the next person can read.

What you learn from the customers you work with feeds the playbooks, the automated campaigns and the triggers themselves. You work with the pooled team, the Content and Enablement Specialist, and the account executive who works expansion in the scaled lanes.

Few customer success teams run this way yet. You will learn how to move an account from default settings to a configured, renewing customer in a handful of conversations, and how to tell from the data which accounts need a person at all.

What you'll own

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

Your first quarter

Complete product onboarding and work your first cases alongside the team

Work the queue at the team's response standard

Document the first ten cases where the playbook was missing or wrong, and propose the fix for each

Contribute to the team's first readout: cases by trigger, resolution, and configuration movement on the accounts you touched

What you'll bring

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