Customer Success Manager

About the Role

The Customer Success Manager at Azul is a vital part of the global Customer Success team, responsible for ensuring customers receive excellent support from onboarding throughout their ongoing relationship with the company. This position primarily serves accounts in the Central and Western United States.

Key Responsibilities

• Manage the post-sales customer relationship by conducting onboarding sessions with new customers, providing them with a welcome kit containing contact details, training links, and resources. Establish expectations for migration, health monitoring, business reviews, and renewals, scheduling the first business review during onboarding.
• Collaborate with Account Executives, Sales Engineers, and Renewal Sales Specialists to plan, prepare, coordinate, and conduct a series of communications and check-in meetings, including welcome meetings, regular check-ins, formal business reviews covering customer understanding, patch planning, security briefings, feature education, and roadmap updates.
• Monitor migration plan progress, update customers on product features, and act as the intermediary for customer requests, clarifications, and escalations to ensure timely resolution by relevant internal teams.
• Track and analyze key customer support data including case interactions and downloads to maintain an updated risk profile and health score within Salesforce.
• Maintain customer intelligence and data within internal platforms such as Salesforce and Clari.
• Encourage key customers to participate in security reviews and other Azul-led meetings involving executive technical leadership.
• Collaborate with sales teams to identify renewal risks, minimize churn, and explore expansion opportunities.

Qualifications and Skills

• Seven or more years of experience in Customer Success, Customer Support, or Sales Engineering roles.
• Bachelor’s or Master’s degree in computer science or related field.
• Proven track record in technical roles within software or related industries.
• Experience engaging directly with customers and prospects via in-person, virtual, and written communication.
• Project management skills are advantageous.
• Strong knowledge of Java/JVM technologies, performance tuning, and various application deployment approaches including on-premise, cloud, and container environments preferred.
• Familiarity with CRM systems such as Salesforce and Clari, with an emphasis on data-driven success metrics.
• Excellent presentation, verbal, and written communication capabilities.

Benefits and Culture

• Comprehensive salary and healthcare benefits packages.
• Employee referral programs.
• Work-life balance with a remote-first approach, paid time off, company shutdowns, and holidays.
• Opportunities to collaborate with global experts contributing to the Java ecosystem.

Company Values

• Customer obsession and dedication.
• Commitment to innovation and excellence.
• Proactiveness and courage in initiatives.
• Focus on making impact and influencing outcomes.
• Integrity and transparency in actions.
• Promoting diversity, inclusion, and teamwork.

Additional Information

Azul participates in E-Verify to confirm employment eligibility of all new employees working in the U.S. Employment is conditional upon successful reference and background checks. The recruitment process may incorporate AI tools for reviewing applications and analyzing candidate materials, but final hiring decisions are made by humans.

Compensation

The base salary range for this position is $115,500 to $126,000 annually, with eligibility for commission or variable pay. Salary determinations factor in education, experience, skills, and location. The benefits package includes medical and dental insurance, a 401(k) retirement plan, and various paid time-off options.