RVP, Digital CSM

Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense. We particularly like people who are truth-seeking, passionate, and creative. We enjoy spirited debate, crazy ideas, and shipping code.

About the role

We're hiring an RVP, Customer Success - Digital to build and lead [hidden]'s digital customer success function, the scaled, tech-touch motion that drives adoption, retention, and expansion across our large self-serve and usage-based customer base. This role exists to capture that opportunity: turning [hidden]'s product-led momentum into repeatable, one-to-many success and expansion outcomes, without scaling headcount linearly, while preserving the speed, flexibility, and developer-first ethos that make [hidden] successful.

You'll be the founding leader of this function, reporting to the SVP, Customer Success, and you'll own the systems, signals, and playbooks that make scaled success work. We're deliberately not handing you a playbook.

What you'll do

• Build the digital CS motion from the ground up: design the operating model for scaled, one-to-many coverage — pooled CSMs managing large books through tooling and automation rather than 1:1 relationships.

• Own activation & onboarding: ship self-serve onboarding, lifecycle communications, and in-product nudges that reliably get customers to first value with no manual touch.

• Own scaled retention and expansion: accountable for adoption, health, GRR/NRR, and product-led expansion across the self-serve and usage-based segment.

• Stand up automated, signal-driven engagement: health scoring and usage signals (seat utilization, blocked users, MAU/token trends) that trigger outreach without a human watching every account; behavior-based lifecycle plays (e.g. a user hits a rate limit → automated play fires); in-app nudges and product-led expansion motions.

• Use AI as a force multiplier: build AI-powered engagement plays that extend a small team's reach, and partner with Product to clarify what this team builds vs. what belongs in the product itself.

• Instrument and operate by data: define what "activated" and "healthy" mean per tier, partner with RevOps/Data to build the health-scoring and reporting backbone, and run a rigorous experimentation program that separates real behavior change from surface activity.

• Build community as a scale layer: Slack/forum communities and self-serve resources as a scalable engagement and support channel.

• Partner cross-functionally: work with Product & Engineering, Growth/PLG, Marketing, RevOps, Sales, and the other RVPs to deliver a seamless scaled experience and unlock expansion.

• Hire, lead, and develop leaders: build and coach a team of Regional Directors (Named + Pooled) and their CSMs, including onboarding, performance management, and career growth.

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You may be a fit if

• Built or scaled a digital / tech-touch / one-to-many customer success function — pooled coverage, automation- and lifecycle-driven, serving a large customer base.

• Developer-tools / technical-software domain experience — credibility with a developer/technical audience and their buying/adoption patterns.

• Leader of leaders: proven experience hiring, developing, and managing managers/directors at scale, with a high talent bar.

• Fluency with the scaled-CS toolkit: health-scoring design, usage-based signals, CS/automation tooling, and PLG expansion motions; comfortable owning GRR/NRR.

• Strong understanding of software development lifecycles, engineering org structures, and AI-enabled developer tooling.

• Executive presence and communication — credible with developers and with VP/CTO/CFO-level stakeholders on value.

• High-agency, scrappy operator who thrives in fast-moving, ambiguous, high-growth environments and builds in motion.