Regional Director of Pooled Customer Success

The role

You build and run the pooled customer success team. Work arrives on a shared queue 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. The signals come from our configuration maturity model, which scores every account on how deeply it has set up the product, and from the automated campaigns that escalate when a customer needs a person.

You design the queue, write the routing rules, set the response standards, build the playbooks, hire the team, and measure whether the motion holds retention in the band it covers. You work directly with the Director, the Scaled Success program manager, the Success Analytics Engineer and the Content and Enablement Specialist.

This team runs on signals, and the help arrives when the customer needs it. The person who builds it will learn how to run customer success this way from the inside, and will have the data to show what works.

What you'll own

Hiring and managing the pooled customer success managers, starting with the first hires in your first quarter

Queue design: which signals create work, how work is prioritized, the response and resolution standards, and how a case closes

The routing rules between the digital, pooled and named lanes, including the escalation path out of digital and the hand-back when an account grows into named coverage

The playbook library, one per trigger: what a CSM does on a dormant account, a solo user, a stalled onboarding, a cancellation notice, an approaching renewal. Written with the Content and Enablement Specialist and kept current from what the queue teaches you

The save lane: cancellation and non-renewal signals routed to a person, the reason captured on every one, and the fixable ones fixed

The expansion hand-off: when the team surfaces seat headroom or a buying signal, the account goes to the account executive working the scaled lanes, with the context they need to close

The team's readout: queue volume by trigger, time to first response, time to resolution, configuration movement, and retention of covered accounts, built with the Success Analytics Engineer and read monthly

Capacity: how many accounts one person on the queue can carry, measured from the queue, and the case for extending pooled coverage further down the base as triggers and playbooks mature

Your first quarter

Hire the first pooled customer success managers

Define the trigger set, the response standard for each trigger, and get the queue live in our tooling

Ship the first playbooks for the highest-volume triggers

Stand up the readout: queue volume by trigger, response and resolution times, and retention of covered accounts, reported on the team's measurement cadence

What you'll bring

5+ years in customer success or technical support for a developer-facing product, with 2+ years managing people

You have built or run a shared-queue motion before: scaled success, a support desk, or a success pool where the team shared the work

You are technical enough for a code review product. You have shipped code, run CI, or supported developers doing both, and you can read a configuration file

You work from data. You can read a dashboard, question a number that looks wrong, and write a basic SQL query or specify the one you need

You have written operating procedures that other people followed

You are comfortable building where the playbook does not exist yet, and you document as you go

Nice to have

Experience with health scoring or trigger-based outreach in a success or support platform

Familiarity with Pylon, Customer.io, PostHog, Salesforce or their equivalents

Familiar with AI tooling and examples of you using it in similar roles

You have used CodeRabbit or another AI code review tool on your own repositories

How we work

The team runs on measured results. Campaigns ship with control groups, numbers are labeled by source, and every report traces to rules anyone can audit.