Pooled Customer Success Manager

Skills

About the Role

You will work a shared queue of customer accounts triggered by onboarding, configuration, adoption, renewal, cancellation, and seat-utilization signals. You will resolve or route cases, configure customers’ repositories, manage cancellation and renewal conversations, qualify expansion signals, maintain clear case records, and turn recurring customer issues into improved playbooks, triggers, content, or automation.

Requirements

• 2+ years of customer success, technical support, or solutions experience for a developer-facing product
• Experience working a ticket queue or shared inbox at volume
• Clear ticket, email, and documentation writing
• Ability to investigate and document customer churn reasons
• Experience working with evolving playbooks

Responsibilities

• Pick up triggered customer accounts and resolve or route each case
• Configure customer repositories using Path Instructions, Learnings, pre-merge checks, IDE, CLI, and MCP
• Work cancellation and non-renewal signals and document their causes
• Run renewal conversations when needed
• Qualify expansion signals and hand them off to account executives
• Provide feedback that improves playbooks, triggers, content, and automation
• Maintain case records that other queue members can use
• Complete product onboarding and work initial cases with the team
• Document missing or incorrect playbooks and propose fixes
• Contribute to reporting on triggers, resolutions, and configuration movement