Director of Customer Success, Americas

Key Responsibilities

• Hiring and developing a Customer Success Management team
• Overseeing the customer journey from onboarding to production scaling
• Building strong, meaningful relationships with customers and proactively seeking to understand their business objectives and expectations
• Building playbooks and knowledge bases
• Owning a book of business to include renewals and expansion opportunities
• Becoming a product expert and understanding all components of CodeRabbit
• Educating customers on the best product usage, ensuring they maximize the value out of it
• Championing customer needs internally, leveraging customer knowledge to advocate for them and influence the product roadmap
• Relentlessly focusing on solving customer challenges by effectively communicating specific benefits and best practices of CodeRabbit
• Owning customer-facing communications to ensure a professional and concise message
• Partnering cross-functionally to advocate for customer needs
• Developing and presenting periodic reviews to customer leadership
• Owning forecasting for renewals, expansion, and churn risk across the book of business, delivering accurate NRR and GRR commits to the executive team

Qualifications

• At least 10+ years of experience in customer success, account management, or a similar role, with at least 5 years in a leadership role
• Demonstrated success building and scaling customer-facing teams in a high-growth technology company
• Technical competency to understand CodeRabbit’s software and build strong relationships with highly technical prospects and key business stakeholders
• Customer obsession: a passion to deliver a high-quality customer experience and a curiosity to help solve their problems
• Strong knowledge of the customer success space, including experience with negotiations and procurement processes
• Comfortable and proficient with various sales methodologies such as MEDDPICC, SPICED, and Command of Message
• Ability to establish trust at the CxO level as well as with software development practitioners
• Familiarity with modern software development practices, version control systems, and the software development ecosystem (e.g., Git, GitHub, CI/CD, VS Code, Cursor)
• Excellent communication skills: business fluency in spoken and written English
• Ability to travel about 25% of the time to meet with customers

Nice to Have

• Experience with code review processes and tools
• Familiarity with AI, software developer, and open source technologies
• Experience with GTM at early-stage, high-growth, VC-backed startups
• Familiarity with Git providers (e.g., GitHub, Bitbucket, GitLab, Azure DevOps)
• Experience with major cloud providers and cloud-native technologies
• Familiarity with observability, RCA, and debugging practices