Director of Scaled Success

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.

As Director of Scaled Success, you will own the strategy, structure, and execution of CodeRabbit’s scaled customer success motion. This is a senior leadership role responsible for driving net revenue retention across our broad customer base — from developer-led self-serve to mid-market accounts — through a combination of tech-touch programs, digital engagement, and a high-performing customer success team.

You will report directly to the VP of Customer Success and partner closely with Product, Marketing, and Sales to ensure customers realize deep value from CodeRabbit at every stage of their lifecycle. You will set direction, hire and develop your team, and be accountable for the outcomes.

1. Hire, develop, and lead a team of program managers, renewals managers, and other digital success specialists to focus on CodeRabbit’s scaled customers

2. Define team structure, coverage models, and career development frameworks for the Scaled Success function

3. Build a culture of accountability, data-driven decision-making, and genuine customer advocacy

1. Own net revenue retention (NRR) for scaled customers, including retention, expansion, and adoption metrics

2. Design and execute scalable programs — automated health scoring, in-app nudges, digital journey sequences — that drive adoption and reduce churn without 1:1 resource overhead

3. Partner with Sales to identify and hand off expansion opportunities across accounts approaching enterprise thresholds

4. Build and continuously refine onboarding programs that get engineering teams to first value fast

5. Define success milestones and engagement triggers across the customer journey, from activation through renewal

6. Collaborate with Product to close the feedback loop on friction points, feature gaps, and expansion blockers

1. Instrument the Scaled Success function with the right tooling and a clear data model for customer health

2. Build dashboards and reporting cadences that give leadership clear visibility into leading indicators of churn and growth

3. Establish operational rhythms: internal business reviews, renewal forecasting, and escalation playbooks

Great candidates often have these qualifications:

1. 7+ years in Customer Success, with at least 3 years leading a Scaled or Digital Success team at a B2B SaaS company

2. Demonstrated ownership of NRR at scale — you’ve set the number, built the plan, and hit it

3. Experience building and running tech-touch or digital success programs for a high-volume customer base

4. Strong operational instincts: you know how to instrument a CS function, read the data, and act on it

5. Excellent cross-functional collaborator — you work as a peer with Product, Marketing, and Sales, not just in reaction to them

6. Track record of recruiting and developing a high-performing team

7. Experience at a developer tools, DevOps, or technical SaaS company — you understand how engineering teams make decisions

8. Familiarity with product-led growth motions and how to layer human-led CS on top of a PLG funnel

9. Hands-on experience with Gainsight, Mixpanel, Amplitude, or similar CS and product analytics tooling

10. Experience scaling a CS function from early-stage through Series B/C growth

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