Customer Success Manager
About The Position
PlayerZero is an AI platform that connects work across enterprise Support, Engineering, Product, QA, and SRE teams to help resolve issues faster, improve software quality, and plan what to build next. Its Engineering World Model connects codebases, tickets, production telemetry, and work-related conversations to link intended software behavior with production behavior. PlayerZero’s agents use this context to perform work across the software lifecycle and learn from outcomes. The Customer Success Manager owns the success of a portfolio of PlayerZero customers, with a focus on larger, more complex accounts. The role partners with engineering leaders and their Support, SRE, and QA teams to turn adoption into measurable outcomes such as faster triage, fewer escalations, and quicker resolution. The manager owns adoption, value realization, account health, executive reviews, and renewal readiness, while partnering with Solutions Engineers on technical relationships and Account Executives on commercial negotiations and closes. Technical Support Engineers handle ongoing troubleshooting and support. The role also helps establish PlayerZero’s Customer Success practices, including onboarding milestones, health measures, account planning, and renewal workflows. Regular time in the Atlanta office alongside the team is part of the role.
Requirements
- 3–6 years of experience 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 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, including clear reasoning about where to invest time and resources.
- Experience at an early-stage company helping build Customer Success processes and practices.
- Clear, direct communication and the ability to coordinate work across teams.
- Examples of ownership, such as retaining an at-risk account, identifying an expansion opportunity, or building a process that improved customer outcomes.
Nice To Haves
- 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.
Responsibilities
- Build customer success plans, establish milestones, and connect product usage to outcomes such as triage time, mean time to resolution, escalation volume, and defect escape rate.
- Monitor account health by assessing stakeholder engagement, usage patterns, and barriers to success; identify risks early and lead coordinated recovery plans.
- Maintain renewal plans, document value delivered, provide early visibility into renewal forecasts and risks, and partner with the Account Executive on negotiation and close.
- Identify additional teams and workflows that could benefit from PlayerZero and engage the Account Executive and Solutions Engineer to evaluate and pursue expansion opportunities.
- Build executive relationships and lead business reviews covering results, priorities, and opportunities to improve.
- Coordinate Support, deployment engineering, Solutions Engineering, and Product to address blockers, align responsibilities, and keep customer commitments moving.
- Prioritize time across the customer portfolio based on account complexity, customer needs, risk, and opportunity.
- Develop repeatable Customer Success practices, including health scores, onboarding milestones, renewal workflows, and approaches for account intervention or scalable engagement.
- Represent customers by bringing account patterns to Product and leadership and connecting feedback to customer impact and business priorities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
