Regional Director of Pooled Customer Success

📋 Description

• Hiring and managing pooled customer success managers
• Queue design: signal prioritization, response standards, case closure
• Routing rules between digital, pooled, and named lanes
• Playbook library development per trigger
• Managing save lane for cancellation signals
• Expansion hand-off to account executives

🎯 Requirements

• 5+ years in customer success or technical support for developer-facing product
• 2+ years managing people
• Experience with shared-queue motion (scaled success, support desk)
• Technical proficiency for code review product: shipped code, run CI, read configs
• Data-driven: read dashboards, write basic SQL
• Experience writing operating procedures

🎁 Benefits

• Experience with health scoring or trigger-based outreach
• Familiarity with Pylon, Customer.io, PostHog, Salesforce
• Familiarity with AI tooling
• Experience using CodeRabbit or similar AI code review tool