You work a shared queue of customer accounts. Work arrives 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. You pick the case up, find out what is going on, get the customer configured and back to work, and close it out with a record the next person can read.

What you learn from the customers you work with feeds the playbooks, the automated campaigns and the triggers themselves. You work with the pooled team, the Content and Enablement Specialist, and the account executive who works expansion in the scaled lanes.

Few customer success teams run this way yet. You will learn how to move an account from default settings to a configured, renewing customer in a handful of conversations, and how to tell from the data which accounts need a person at all.

The queue: pick up triggered accounts, respond within the team's standard, and resolve or route each one

Configuration: take customers from default settings to a setup that fits their repositories, including Path Instructions, Learnings, pre-merge checks, IDE and CLI, and MCP

Saves: work cancellation and non-renewal signals, understand the reason, fix what can be fixed, and record what cannot

Renewals: run the renewal conversation where the signals say one is needed

The expansion hand-off: when you see seat headroom or a buying signal, qualify it and pass it to the account executive with the context they need

Playbook feedback: every case the playbook did not cover becomes a note, and patterns across those notes become new content, a new trigger, or new automation

Case records: notes clean enough that anyone on the queue can pick up where you left off

Your first quarter

Complete product onboarding and work your first cases alongside the team

Pooled Customer Success Manager

Responsibilities

Qualification

Required

Preferred

Company

Coderabbit

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