Director of Scaled Success

CodeRabbit

Director of Scaled Success at CodeRabbit leading scaled customer success initiatives and teams. Focused on driving revenue retention and providing high-value customer engagement.

Posted 6/6/2026full-timeSan Francisco • California • 🇺🇸 United StatesLead💰 $200,000 - $300,000 per yearWebsite

About the role

Key responsibilities & impact

Own the strategy, structure, and execution of CodeRabbit’s scaled customer success motion
Hire, develop, and lead a team of program managers, renewals managers, and other digital success specialists to focus on CodeRabbit’s scaled customers
Define team structure, coverage models, and career development frameworks for the Scaled Success function
Build a culture of accountability, data-driven decision-making, and genuine customer advocacy
Own net revenue retention (NRR) for scaled customers, including retention, expansion, and adoption metrics
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
Partner with Sales to identify and hand off expansion opportunities across accounts approaching enterprise thresholds
Build and continuously refine onboarding programs that get engineering teams to first value fast
Define success milestones and engagement triggers across the customer journey, from activation through renewal
Collaborate with Product to close the feedback loop on friction points, feature gaps, and expansion blockers
Instrument the Scaled Success function with the right tooling and a clear data model for customer health
Build dashboards and reporting cadences that give leadership clear visibility into leading indicators of churn and growth
Establish operational rhythms: internal business reviews, renewal forecasting, and escalation playbooks

Requirements

What you’ll need

7+ years in Customer Success, with at least 3 years leading a Scaled or Digital Success team at a B2B SaaS company
Demonstrated ownership of NRR at scale — you’ve set the number, built the plan, and hit it
Experience building and running tech-touch or digital success programs for a high-volume customer base
Strong operational instincts: you know how to instrument a CS function, read the data, and act on it
Excellent cross-functional collaborator — you work as a peer with Product, Marketing, and Sales, not just in reaction to them
Track record of recruiting and developing a high-performing team
Experience at a developer tools, DevOps, or technical SaaS company — you understand how engineering teams make decisions
Familiarity with product-led growth motions and how to layer human-led CS on top of a PLG funnel
Hands-on experience with Gainsight, Mixpanel, Amplitude, or similar CS and product analytics tooling
Experience scaling a CS function from early-stage through Series B/C growth

Benefits

Comp & perks

Work on cutting-edge technology with real-world impact
Collaborative and innovative environment
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 successnet revenue retentiondigital success programsdata-driven decision-makingonboarding programscustomer health metricschurn reduction strategiesoperational rhythmsprogram managementteam leadership

Soft Skills

cross-functional collaborationteam developmentaccountabilitystrategic thinkingcommunicationproblem-solvingadaptabilitycustomer advocacyoperational instinctsleadership