# Director of Customer Success, Americas

**Company:** [CodeRabbit](https://hotfix.jobs/companies/coderabbit)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $200k – $300k/yr
**Experience:** 10+ years
**Skills:** Customer Success, Account Management, Team Leadership, MEDDPICC, Spiced, Command Of Message, Git, GitHub, CI/CD, Vs Code
**Posted:** 2026-05-15

> Lead and scale the Customer Success team for the Americas, overseeing onboarding through renewals/expansion while ensuring customers maximize value from the AI-powered code review platform.

## Job Description

## 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

## Similar roles

- [Head of Customer Success](https://hotfix.jobs/jobs/971d0649-937a-409a-a8e7-13df69da008a) - Zus Health - Boston, MA - $200k – $240k/yr
- [Head of AI Success](https://hotfix.jobs/jobs/fc0bfe7e-8e68-4693-8a6f-e7aa4bb64581) - Broccoli AI - San Francisco, CA - $200k – $300k/yr
- [Head of Global Enterprise Customer Success](https://hotfix.jobs/jobs/9b130c7e-dc80-4a48-8686-50016b9ba5ad) - Canary Technologies - New York, NY - $201k – $259k/yr
- [Director of Customer Success](https://hotfix.jobs/jobs/658e0871-4f13-44b0-ac82-46c8e20d31bd) - Checkr - Denver, CO - $197k – $274k/yr
- [Head of Customer Success](https://hotfix.jobs/jobs/c8918c37-2215-4f11-a2af-a99e6f5f4346) - Tabs - New York, NY - $216k – $276k/yr

**Apply:** https://hotfix.jobs/jobs/62459c85-9254-416f-8210-35cb0c6d3fd2
**Canonical:** https://hotfix.jobs/jobs/62459c85-9254-416f-8210-35cb0c6d3fd2