Director of Customer Success – Americas

CodeRabbit

Director of Customer Success driving customer success with CodeRabbit’s AI-powered code review platform. Leading and developing the organization to ensure utmost customer satisfaction across enterprises and startups.

Posted 5/15/2026full-timeSan Francisco • California • 🇺🇸 United StatesLead💰 $200,000 - $300,000 per yearWebsite

Tech Stack

Tools & technologies

AzureCloudOpen Source

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Competitive salary, equity, and benefits
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementnegotiationsprocurement processessales methodologiessoftware development practicesversion control systemscode review processescloud-native technologiesobservability

Soft Skills

customer obsessionrelationship buildingcommunication skillstrust establishmentproblem-solvingteam leadershipcross-functional collaborationcustomer advocacypresentation skillsprofessionalism