Customer Success Manager

Role Overview

The Customer Success Manager plays a vital role within Azul's global Customer Success team, serving as the key connection between customers and the company. The primary focus is to ensure a seamless and rewarding experience for customers, beginning with onboarding and continuing throughout their entire relationship with Azul. This position mainly covers clients located in the Central and Western regions of the United States.

Key Responsibilities

• Manage all aspects of the post-sales customer relationship, conducting onboarding sessions that provide a comprehensive welcome package including contact details, training resources, and setting clear expectations about migration, health checks, business reviews, and renewals. Schedule the initial business review during onboarding.
• Coordinate and lead ongoing communications and status meetings, collaborating with Account Executives, Sales Engineers, and Renewal Sales Specialists, which include initial welcome meetings, regular check-ins, formal business reviews, and updates on migration plans and product features.
• Serve as the customer advocate by addressing inquiries, requests, and escalations promptly and ensuring the appropriate internal teams respond effectively.
• Track and analyze customer interactions and support cases to maintain an accurate risk profile and health score within Salesforce (SFDC).
• Maintain accurate and up-to-date customer data within internal systems such as SFDC and Clari, leveraging insights gathered from research and direct engagement.
• Encourage and coordinate customer participation in security reviews and other strategic meetings hosted by Azul executives.
• Collaborate with sales and renewal teams to identify renewal risks, reduce churn, and explore opportunities for customer growth and expansion.

Required Qualifications and Skills

• At least seven years of professional experience in Customer Success, Customer Support, or Sales Engineering roles.
• Bachelor’s or Master’s degree in Computer Science or a related field.
• Proven technical expertise, preferably within the software industry or related sectors.
• Comfortable engaging customers and prospects through in-person meetings, virtual sessions, and email communications.
• Project management skills are advantageous.
• Knowledge of Java/JVM, performance tuning, and deployment models including on-premises, cloud, and containerized environments preferred.
• Experience with CRM tools such as Salesforce and Clari, and a solid grasp of data-driven business success metrics.
• Strong presentation abilities and excellent verbal and written communication capabilities.

What Azul Offers

• Competitive salary ranging from $115,500 to $126,000, with eligibility for commission and variable pay.
• Comprehensive healthcare and benefits including medical and dental coverage, 401(k) plan, generous paid time off, company holidays, and shutdown periods.
• Employee referral program.
• Remote-first work environment encouraging work-life balance.
• Opportunity to collaborate with leading experts contributing to the Java ecosystem.

Culture and Values

• Customer-centric focus
• Commitment to innovation and excellence
• Encouragement of initiative and courage
• Focus on impact and influence
• Emphasis on integrity and transparency
• Valuing diversity, inclusion, and teamwork

Additional Information

Azul participates in E-Verify to confirm employment eligibility for new employees working in the U.S. Employment is contingent upon successful reference and background checks. The recruitment process may include artificial intelligence tools to assist in application review and assessment, which support but do not replace human decision-making. For inquiries related to data processing during recruitment, contact Azul directly.