{"id":3101159,"url":"https://alion.io/job/playerzero-customer-success-manager","title":"Customer Success Manager","company":{"id":1909298,"name":"PlayerZero","domain":"playerzero.ai","url":"https://alion.io/company/playerzero","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"World Models","optional":false},{"name":"HIPAA","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-10-22T14:24:10Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-26T10:26:23Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About PlayerZero\nBuilding 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.\nPlayerZero 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.\nAt 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.\nOur 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.\nWe’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\nAbout the role\nYou’ll own the success of a portfolio of PlayerZero customers, with a focus on larger, more complex accounts. 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.\nYou’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.\nYou’ll also help build how Customer Success works at PlayerZero, from onboarding milestones and health measures to account planning and renewal workflows.\nWhat you will do\nDrive 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.\n\nManage account health and risk. Understand stakeholder engagement, usage patterns, and barriers to success. Identify risks early and lead coordinated recovery plans.\n\nOwn 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.\n\nIdentify 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.\n\nBuild executive relationships. Lead business reviews that give engineering leaders a useful view of results, priorities, and opportunities to improve.\n\nCoordinate the customer experience. Bring together Support, deployment engineering, Solutions Engineering, and Product to address blockers, align responsibilities, and keep customer commitments moving.\n\nPrioritize across your portfolio. Make deliberate decisions about where your time creates the most value, balancing account complexity, customer needs, risk, and opportunity.\n\nBuild repeatable practices. Help develop health scores, onboarding milestones, renewal workflows, and approaches for deciding which accounts need intervention or a more scalable engagement model.\n\nRepresent the customer. Bring patterns from your accounts to Product and leadership, connecting feedback to customer impact and business priorities.\n\nWhat you bring\n3-6 years in customer success, technical account management, or a similar post-sale role.\n\nExperience supporting a product whose end users are software engineers, such as developer tools, AI, observability, or infrastructure.\n\nA track record managing mid-market and enterprise accounts, including complex customers with multiple teams and stakeholders.\n\nTechnical fluency sufficient to engage credibly with engineering leaders and understand how their teams build, support, and operate software.\n\nExperience driving adoption, demonstrating value, identifying renewal risk, and partnering with Sales on retention and expansion.\n\nStrong account-planning and prioritization skills, with clear reasoning about where to invest time and resources.\n\nExperience at an early-stage company where you helped build Customer Success processes and practices.\n\nClear, direct communication and the ability to coordinate work across teams.\n\nExamples of taking ownership: an at-risk account you helped retain, an expansion opportunity you identified, or a process you built that improved customer outcomes.\n\nNontraditional backgrounds are welcome. We value demonstrated capability, curiosity, and ownership alongside relevant experience.\n\nNice to have\nHands-on experience in support engineering, solutions engineering, or software development.\n\nExperience with security-conscious customers, including those with SOC 2, HIPAA, or federal requirements.\n\nFamiliarity with Customer Success tooling and building actionable health scores.\n\nHow we work\nWe 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.\nWhat success looks like\nCustomers 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.\nWhy PlayerZero\nPlayerZero is an early leader in AI-powered production engineering, defining how enterprises use AI to understand, improve, and operate their software.\nWe’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.\nIf 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.","description_format":"text","description_chars":6365,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-22T17:33:44Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":30,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":{"stated_usd_annual":130000,"is_top_pay":true},"html_url":"https://alion.io/job/playerzero-customer-success-manager","json_url":"https://alion.io/job/playerzero-customer-success-manager.json","meta":{"generated_at":"2026-10-26T13:51:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19150,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1909298},"rest":"https://alion.io/mcp/rest/get_company?id=1909298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fplayerzero-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fplayerzero-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fplayerzero-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/playerzero-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fplayerzero-customer-success-manager"}]}