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, Hybrid

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. It is a team of a program manager, a content and enablement specialist, a success analytics engineer and a success operations manager, reporting to the Director of Scaled Success. The pooled customer success team is the next team to be added, and this role leads it.

The role

You build and run the pooled customer success team. Work arrives on a shared queue 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. The signals come from our configuration maturity model, which scores every account on how deeply it has set up the product, and from the automated campaigns that escalate when a customer needs a person.

You design the queue, write the routing rules, set the response standards, build the playbooks, hire the team, and measure whether the motion holds retention in the band it covers. You work directly with the Director, the Scaled Success program manager, the Success Analytics Engineer and the Content and Enablement Specialist.

This team runs on signals, and the help arrives when the customer needs it. The person who builds it will learn how to run customer success this way from the inside, and will have the data to show what works.

What you'll own

Hiring and managing the pooled customer success managers, starting with the first hires in your first quarter

Queue design: which signals create work, how work is prioritized, the response and resolution standards, and how a case closes

The routing rules between the digital, pooled and named lanes, including the escalation path out of digital and the hand-back when an account grows into named coverage

The playbook library, one per trigger: what a CSM does on a dormant account, a solo user, a stalled onboarding, a cancellation notice, an approaching renewal. Written with the Content and Enablement Specialist and kept current from what the queue teaches you

The save lane: cancellation and non-renewal signals routed to a person, the reason captured on every one, and the fixable ones fixed

The expansion hand-off: when the team surfaces seat headroom or a buying signal, the account goes to the account executive working the scaled lanes, with the context they need to close

The team's readout: queue volume by trigger, time to first response, time to resolution, configuration movement, and retention of covered accounts, built with the Success Analytics Engineer and read monthly

Capacity: how many accounts one person on the queue can carry, measured from the queue, and the case for extending pooled coverage further down the base as triggers and playbooks mature