Regional Director – Pooled Customer Success

CodeRabbit

. Build and run the pooled customer success team .

Posted 10/9/2026full-timeSan Francisco • California • United StatesLead💰 $200,000 - $225,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer success teams, building shared-queue operations, and developing metrics for performance evaluation. Proficient in technical support for developer-facing products and data literacy, including SQL querying and dashboard analysis.

Highest-signal resume keywords

Customer Success ManagementShared-Queue OperationsTechnical Support ExperienceData LiteracyProcess Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQL QueryingCode ReviewConfiguration File ReadingOperating Procedure WritingMetrics Development

Soft Skills

Team ManagementProblem SolvingProcess Building

Tools & Technologies

SalesforcePylonCustomer.ioPostHogAI Tooling

Industry Keywords

Customer SuccessTechnical SupportDeveloper-Facing ProductHealth ScoringTrigger-Based Outreach

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Build and run the pooled customer success team
Hire and manage pooled customer success managers, beginning with first-quarter hires
Design the shared queue, including work signals, prioritization, response and resolution standards, and case closure
Define routing rules between digital, pooled, and named coverage lanes
Create and maintain trigger-specific playbooks with the Content and Enablement Specialist
Manage the save lane for cancellation and non-renewal signals, capturing reasons and addressing fixable issues
Coordinate expansion hand-offs to account executives with relevant customer context
Build and review team metrics including queue volume, response time, resolution time, configuration movement, and retention
Measure queue capacity and develop the case for expanding pooled coverage
In the first quarter, hire initial managers, define triggers and response standards, launch the queue, publish playbooks, and establish reporting

Requirements

What you’ll need

5+ years in customer success or technical support for a developer-facing product, with 2+ years managing people
Experience building or running a shared-queue motion, such as scaled success, a support desk, or a success pool
Technical experience with a code review product; shipped code, run CI, or supported developers doing both; able to read a configuration file
Data literacy, including reading dashboards, questioning anomalous numbers, and writing a basic SQL query or specifying one
Experience writing operating procedures that others followed
Comfortable building in an undefined area and documenting processes
Nice to have: Experience with health scoring or trigger-based outreach in a success or support platform
Nice to have: Familiarity with Pylon, Customer.io, PostHog, Salesforce or equivalents
Nice to have: Familiarity with AI tooling and examples of using it in similar roles
Nice to have: Experience using CodeRabbit or another AI code review tool on personal repositories