Customer Success Manager

ABOUT PLAYERZERO Building great software takes more than writing code. It takes teams working together and too often, the information they need is scattered across tools, conversations, and systems. PlayerZero is an AI platform that connects work across enterprise Support, Engineering, Product, QA, and SRE teams, helping them resolve issues faster, improve software quality, and plan what to build next. At its core is our Engineering World Model: a living understanding of a company’s software, how it runs, and the people and decisions behind it. By connecting codebases, tickets, production telemetry, and the conversations that shape the work, our model links what software is intended to do with how it actually behaves in production. and learns from where the two diverge. Our agents (we call them Players:) use that context to take on work across the software lifecycle. They learn from each outcome, earning trust and taking on more responsibility over time. We’re building a future where AI plays an active role in how teams plan, build, and run software. We’re looking for people across disciplines to help shape ABOUT THE ROLE You’ll own the success of a portfolio of PlayerZero customers. You’ll partner with engineering leaders and their Support, SRE, and QA teams to turn adoption into measurable outcomes, including faster triage, fewer escalations, and quicker resolution. You’ll own adoption, value realization, account health, executive reviews, and renewal readiness. You’ll work alongside Solutions Engineers, who lead the technical relationship, and Account Executives, who own commercial negotiation and close. Technical Support Engineers will handle ongoing troubleshooting and support. You’ll also help build how Customer Success works at PlayerZero, from onboarding milestones and health measures to account planning and renewal workflows. WHAT YOU WILL DO - Drive adoption and value. Build customer success plans, establish milestones, and connect usage to meaningful outcomes such as triage time, mean time to resolution, escalation volume, and defect escape rate. - Manage account health and risk. Understand stakeholder engagement, usage patterns, and barriers to success. Identify risks early and lead coordinated recovery plans. - Own renewal readiness. Maintain renewal plans, document value delivered, and provide early visibility into renewal forecasts and risks. Partner with the Account Executive on negotiation and close. - Identify expansion opportunities. Recognize additional teams and workflows that could benefit from PlayerZero, and engage the Account Executive and Solutions Engineer to evaluate and pursue them. - Build executive relationships. Lead business reviews that give engineering leaders a useful view of results, priorities, and opportunities to improve. - Coordinate the customer experience. Bring together Support, deployment engineering, Solutions Engineering, and Product to address blockers, align responsibilities, and keep customer commitments moving. - Prioritize across your portfolio. Make deliberate decisions about where your time creates the most value, balancing account complexity, customer needs, risk, and opportunity. - Build repeatable practices. Help develop health scores, onboarding milestones, renewal workflows, and approaches for deciding which accounts need intervention or a more scalable engagement model. - Represent the customer. Bring patterns from your accounts to Product and leadership, connecting feedback to customer impact and business priorities. WHAT YOU BRING - 3–6 years in customer success, technical account management, or a similar post-sale role. - Experience supporting a product whose end users are software engineers, such as developer tools, AI, observability, or infrastructure. - A track record managing mid-market and enterprise accounts, including complex customers with multiple teams and stakeholders. - Technical fluency sufficient to engage credibly with engineering leaders and understand how their teams build, support, and operate software. - Experience driving adoption, demonstrating value, identifying renewal risk, and partnering with Sales on retention and expansion. - Strong account-planning and prioritization skills, with clear reasoning about where to invest time and resources. - Experience at an early-stage company where you helped build Customer Success processes and practices. - Clear, direct communication and the ability to coordinate work across teams. - Examples of taking ownership: an at-risk account you helped retain, an expansion opportunity you identified, or a process you built that improved customer outcomes. - Nontraditional backgrounds are welcome. We value demonstrated capability, curiosity, and ownership alongside relevant experience. NICE TO HAVE - Hands-on experience in support engineering, solutions engineering, or software development. - Experience with security-conscious customers, including those with SOC 2, HIPAA, or federal requirements. - Familiarity with Customer Success tooling and building actionable health scores. HOW WE WORK We value initiative, accountability, and clear communication. You’ll take ownership of outcomes, share context early, assume good intent, and work with teammates to resolve mistakes. This role includes regular time in our Atlanta office alongside the team. WHAT SUCCESS LOOKS LIKE Customers adopt PlayerZero in ways that produce measurable results, and executive stakeholders understand the value delivered. Account risks are identified early, renewal plans are clear, and internal teams coordinate effectively around customer needs. Expansion opportunities reflect demonstrated value, and the practices you help build make Customer Success more effective as we grow. WHY PLAYERZERO PlayerZero is an early leader in AI-powered production engineering, defining how enterprises use AI to understand, improve, and operate their software. We’re a small team with meaningful problems to solve and room for each person to make their mark. Whether you’re building the technology, working with customers, or growing the business, you’ll help shape the product, the company, and what customers expect from this emerging category. If you’re excited by work where the answers aren’t all written yet, and want a hand in writing them, you’ll fit right in.