Director of Customer Success, Americas

CodeRabbit is an innovative research and development company focused on building extraordinarily productive human-machine collaboration systems. Our primary goal is to create the next generation of Gen AI-driven code reviewers: a symbiotic partnership between humans and advanced algorithms that significantly outperforms individual engineers. We combine language models with human ingenuity to push the boundaries of software development efficiency and quality.

At CodeRabbit, we seek an exceptional, passionate Director of Customer Success to join our growing customer success organization in the Americas theater. Reporting to the VP of Customer success, you will ensure our customers realize value with our AI-powered code review platform. You will lead and develop the organization responsible for the success and happiness of customers — across enterprises and startups. This leader will shape and scale the post-sales strategy and operations, helping customers derive maximal value from their engagement.

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   Hiring and developing a Customer Success Management team

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   Overseeing the customer journey from onboarding to production scaling

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   Build strong, meaningful relationships with our customers and proactively seek to understand their business objectives and expectations

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   Building playbooks and knowledge bases

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   Own a book of business to include renewals and expansion opportunities

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   Become a product expert and understand all components of CodeRabbit

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   Educate customers on the best product usage, ensuring they maximize the value out of it

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   Champion customer needs internally, leveraging your customer knowledge to advocate for them and influence the product roadmap

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   Relentlessly focus on solving customer challenges by effectively communicating specific benefits and best practices of CodeRabbit

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    Own customer-facing communications to ensure a professional and concise message

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    Partner cross-functionally to advocate for customer needs

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    Develop and present periodic reviews to customer leadership

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    Own forecasting for renewals, expansion, and churn risk across the book of business, delivering accurate NRR and GRR commits to the executive team

Great candidates often have these qualifications:

1. At least 10+ years of experience in customer success, account management, or a similar role, with at least 5 years in a leadership role

2. Demonstrated success building and scaling customer-facing teams in a high-growth technology company

3. Technical competency to understand CodeRabbit’s software and build strong relationships with highly technical prospects and key business stakeholders

4. Customer Obsession: a passion to deliver a high-quality customer experience and a curiosity to help solve their problems

5. Strong knowledge of the customer success space, including experience with negotiations and procurement processes

6. Comfortable and proficient with various sales methodologies such as MEDDPICC, SPICED, and Command of Message

7. Ability to establish trust at the CxO level as well as with software development practitioners

8. Familiarity with modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor

9. Excellent communication skills: business fluency in spoken and written English

10. Ability to travel about 25% of the time to meet with customers

Great candidates may also have one or more of these qualifications:

1. Experience with code review processes and tools

2. Familiarity with AI, software developer, and open source technologies

3. Experience with GTM at early-stage, high-growth, VC-backed startups

4. Familiarity with Git providers, e.g. GitHub, Bitbucket, GitLab, Azure DevOps

5. Experience with major cloud providers and cloud-native technologies

6. Familiarity with observability, RCA, and debugging practices

1. Collaborative Humans: Prioritizing collective intelligence

2. Fearless Innovators: Turning obstacles into growth opportunities

3. Persistent Passionate Developers: Thriving on complex, long-term challenges

4. Impact-Driven Creators: Crafting intuitive tools for developers

5. Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world