Customer Success Manager

Role Overview

The Customer Success Manager is a vital member of Azul's global Customer Success team, serving as the primary point of contact between the company and its customers. This position focuses on delivering an outstanding customer experience, starting from onboarding and continuing throughout the customer lifecycle, primarily handling accounts located in the Central and Western United States.

Key Responsibilities

• Manage post-sales customer relationships by conducting onboarding sessions that include providing welcome materials such as contact information, training resources, and setting clear customer journey expectations covering migration, health checks, business reviews, and renewals.
• Collaborate with Account Executives, Sales Engineers, and Renewal Sales Specialists to plan, prepare, coordinate, and lead ongoing communications and meetings including welcome meetings, regular check-ins, and formal business reviews.
• Execute Azul Business Reviews using a structured approach encompassing understanding the customer, planning (including patches and security briefings), and education on product features, roadmap, and best practices.
• Monitor migration progress and provide product feature updates throughout the customer relationship.
• Serve as a liaison for customer inquiries, requests, and escalation issues ensuring timely coordination with the appropriate internal teams to resolve matters efficiently.
• Track and analyze customer support data such as support cases and downloads to build a risk profile and maintain customer health scores within Salesforce (SFDC).
• Maintain accurate and up-to-date customer intelligence and interaction data in internal systems including SFDC and Clari.
• Encourage customer participation in security reviews and other special sessions hosted by Azul leadership.
• Partner with Renewal Sales Specialists and Account Executives to identify risks related to renewals, mitigate potential customer churn, and discover opportunities for account growth.

Required Qualifications and Experience

• Minimum of seven years of experience in Customer Success, Customer Support, or Sales Engineer roles.
• Bachelor’s or Master’s degree in computer science or a related field.
• Proven technical background preferably within software or allied industries.
• Experience engaging directly with prospects and customers across multiple communication modes including in-person, virtual meetings, and emails.
• Project management experience is advantageous.
• Strong knowledge of Java/JVM technology, performance tuning, and deployment models such as on-premises, cloud, and containerized environments is preferred.
• Familiarity with CRM platforms like Salesforce and Clari as well as success measurement through data analytics.
• Excellent presentation abilities along with strong verbal and written communication skills.

Benefits and Company Culture

• Comprehensive salary and healthcare benefits.
• Employee referral program.
• Flexible work-life balance promoting a remote-first environment, paid time off, company-wide holidays, and shutdown periods.
• Opportunity to collaborate with world-class experts contributing to the Java ecosystem.

Azul’s culture centers on a deep commitment to clients, innovation, integrity, teamwork, and diversity. The company is an equal opportunity employer and participates in the E-Verify program to confirm new US employee eligibility. Employment is subject to background and reference checks, and the hiring process is supported by AI tools that assist but do not replace human decision-making.

The role offers a competitive base salary between $115,500 and $126,000 along with commission and variable pay components. Additional benefits include medical and dental plans, a 401(k) retirement scheme, and various paid time off options.