---
title: 'Regional Director of Pooled Customer Success at CodeRabbit'
canonical: 'https://feeny.ai/job/regional-director-of-pooled-customer-success-coderabbit-san-francisco-5vsbz819d97y'
type: 'job'
last_seen: '2026-10-14'
---

# Regional Director of Pooled Customer Success at CodeRabbit

- **Company:** [CodeRabbit](https://feeny.ai/companies/coderabbit)
- **Location:** San Francisco, CA
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-09
- **Last confirmed live:** 2026-10-14
- **Apply:** https://jobs.ashbyhq.com/coderabbit/ddcdb16b-4841-4983-b750-95b0507730d1

## Job description

## About CodeRabbit

CodeRabbit is the leading AI code review platform, trusted by more than 17,000 customers and 150,000 open-source projects, conducting over 2 million code reviews each week. We build the symbiotic partnership between developers and AI that makes shipping fast software safe again, reviewing every pull request, IDE change, and CLI commit so teams can move quickly without breaking things.

We are a fast-moving, well-funded company, fresh off a $143M Series C at a $1.5B valuation — building Agentic Change Management, the control layer for software changes created by humans and agents. As AI writes more of the world's code, the bottleneck moves from implementation to judgment and helping human judgment scale is exactly the problem we exist to solve.

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

## Your first quarter

- Hire the first pooled customer success managers
- Define the trigger set, the response standard for each trigger, and get the queue live in our tooling
- Ship the first playbooks for the highest-volume triggers
- Stand up the readout: queue volume by trigger, response and resolution times, and retention of covered accounts, reported on the team's measurement cadence

## What you'll bring

- 5+ years in customer success or technical support for a developer-facing product, with 2+ years managing people
- You have built or run a shared-queue motion before: scaled success, a support desk, or a success pool where the team shared the work
- You are technical enough for a code review product. You have shipped code, run CI, or supported developers doing both, and you can read a configuration file
- You work from data. You can read a dashboard, question a number that looks wrong, and write a basic SQL query or specify the one you need
- You have written operating procedures that other people followed
- You are comfortable building where the playbook does not exist yet, and you document as you go

## Nice to have

- Experience with health scoring or trigger-based outreach in a success or support platform
- Familiarity with Pylon, [Customer.io](http://Customer.io), PostHog, Salesforce or their equivalents
- Familiar with AI tooling and examples of you using it in similar roles
- You have used CodeRabbit or another AI code review tool on your own repositories

## How we work

The team runs on measured results. Campaigns ship with control groups, numbers are labeled by source, and every report traces to rules anyone can audit.

## About CodeRabbit

## Company Overview
- **One-liner**: CodeRabbit is an AI‑powered platform that automates the first pass of code reviews, providing context‑aware, human‑like feedback to help development teams ship faster and catch more bugs.
- **Entity Type**: Private (Series B; total funding $79.61M; last round $60M in October 2025)
- **Headquarters**: San Francisco, United States (also reported as Walnut Creek, California – conflicting reports)
- **Founded**: 2023
- **Founders**: Harjot Gill (CEO) is the primary founder; other co‑founders are not publicly disclosed.

## Core Business
- **Primary industries**: Software Development, AI‑powered Developer Tools
- **Target customers**: B2B, serving Engineering teams across SMB and Enterprise (15,000+ customers including The Economist, Life360, ConsumerAffairs, Hasura)
- **Mission / purpose**: “Revolutionize how code reviews are done” – enabling teams to move fast while maintaining code quality.

## Products & Services
- **CodeRabbit AI Review (SaaS / API)**: An AI‑powered code review agent that integrates with GitHub, GitLab, and other platforms. It provides line‑by‑line feedback, code suggestions, architectural diagrams, unit‑test generation, docstring creation, and a “Chat with CodeRabbit” feature. Supports custom guidelines, path/AST‑based instructions, and learns from developer feedback (“Learnings”).

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed (private company)
- **Key Metric**: **Total Funding** – $79.61 million raised (Series B led by Scale Venture Partners at $60M, October 2025)
- **Notable Investors / Partners**: Scale Venture Partners (lead, Series B), CRV (lead, Series A), Engineering Capital, Harmony Partners, NVentures (NVIDIA), and 8+ other investors.
- **Growth Signals**:
  - Headcount: 154 employees, **+363.6% year‑over‑year**.
  - Customer base grew to 15,000+.
  - SOC 2 Type II certified; GDPR compliant.
  - Acquired FluxNinja in 2024.
  - Claimed as “Most installed AI App” (quote attributed to Jensen Huang, NVIDIA CEO) on homepage.
  - Active job postings: **39** (yearly increase of +550%).

## Competitive Advantages
- **Continuous learning**: AI agent improves over time by incorporating developer feedback in natural language.
- **Deep context**: Uses Codegraph, MCP servers, linked issues (Jira, Linear), and web queries to understand dependencies across files.
- **Noise reduction**: 40+ linters and security scanners are integrated while false positives are filtered out.
- **Customizability**: Entire review workflow can be configured via a YAML file, including custom checks and coding guidelines.
- **Security‑first**: End‑to‑end encryption, zero data retention post‑review, independent SOC 2 Type II audits.

## Strategic Focus
- **Expand pre‑merge checks** and finishing touches (e.g., custom checks in natural language).
- **Deepen IDE & CLI integration** to review code even before PRs are created.
- **Enterprise growth**: Hiring senior sales roles (Enterprise AE, Sales Manager) and expanding into EMEA and APAC markets (e.g., South Korea).
- **Continuous improvement** of AI agent through user feedback and expanded external context sources.

## Why Work Here
- **Culture**: Described as fast‑paced, innovation‑driven, collaborative, and impact‑oriented. Values: fearless & innovative, persistent & passionate, impact‑driven.
- **Work model**: Hybrid/office‑first (San Francisco office with daily catered lunch); remote roles may be available for some positions.
- **Compensation & perks** (from careers page):
  - Unlimited PTO
  - Premium medical, dental, vision coverage
  - 401(k) for U.S. hires
  - Stock options (high growth potential)
  - Monthly commuter stipend
  - Learning & development stipend
- **Employee sentiment**: 3.8/5 on LinkedIn (11 reviews), with Compensation at 4.2, Career growth at 4.1, and Culture at 3.8.
- **Engineering culture**: Technical team makes up 28% of headcount; employees use and improve the AI tool themselves; strong emphasis on shipping fast without breaking things.

## Sources
1. [coderabbit.ai/careers](https://coderabbit.ai/careers)
2. [coderabbit.ai](https://coderabbit.ai/)
3. [cbinsights.com/company/coderabbit](https://www.cbinsights.com/company/coderabbit)
4. [linkedin.com/company/coderabbitai](https://www.linkedin.com/company/coderabbitai)
5. [jobs.ashbyhq.com/coderabbit](https://jobs.ashbyhq.com/coderabbit)

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