Pooled Customer Success Manager

📋 Description

• Work a shared queue of customer accounts, picking up cases when signals fire such as stalled
• Respond to triggered accounts within the team's standard and resolve or route each one.
• Take customers from default settings to a setup that fits their repositories, including Path
• Work cancellation and non-renewal signals, understand the reason, fix what can be fixed, and record
• Run the renewal conversation where the signals say one is needed.
• Qualify expansion opportunities (seat headroom or buying signals) and pass them to the account

🎯 Requirements

• 2+ years in customer success, technical support or solutions for a developer-facing product.
• Experience working a ticket queue or shared inbox at volume while maintaining quality.
• Clear written communication in tickets, email and documentation.
• A desire to understand why a customer left and recording it every time.
• Comfortable in a team where the playbook is still being written.
• Nice to have: Ability to read a YAML configuration file, open a pull request, run a CLI, and

🎁 Benefits

• Competitive salary: $130,000 – $150,000 per year.
• Opportunity to be part of a new pooled customer success team within a fast-moving, well-funded
• Work with a supportive team including program manager, content/enablement specialist, and success
• Contributing to the development of playbooks and automation for customer success.
• On-the-job learning about moving accounts from default settings to configured, renewing customers.
• Exposure to AI code review platform with broad adoption.