Customer Success Manager

Role Overview

The Customer Success Manager is a crucial member of Azul's Worldwide Customer Success team, serving as the primary connection between the company and its clients. This position ensures customers receive outstanding support from initial onboarding through the entirety of their engagement with Azul, with a primary focus on accounts in the Central and Western United States.

Key Responsibilities

• Manage customer relationships post-sale by conducting onboarding sessions that include distributing welcome materials containing key contact details, training resource links, and other helpful information. Establish clear expectations for the customer journey including migration, health monitoring, business reviews, and contract renewals. Schedule the first business review during onboarding.
• Collaborate with Account Executives, Sales Engineers, and Renewal Sales Specialists to orchestrate a planned series of communications and check-ins throughout the customer's lifecycle, including welcome meetings to define goals, regular status updates, and formal business reviews.
• Conduct Azul Business Reviews following a structured format covering customer understanding, planning initiatives (e.g., patches, security briefings), and educational components such as product features, roadmaps, and tips.
• Monitor migration progress and plans, keep customers updated on product features, and address inquiries or escalations by routing them to appropriate internal teams promptly.
• Track essential customer data related to support interactions to create ongoing risk profiles and maintain health scores within Salesforce (SFDC).
• Maintain thorough customer information and intelligence by utilizing internal systems including SFDC and Clari.
• Promote customer participation in security reviews with senior leadership and facilitate company-sponsored engagements.
• Partner with renewal and sales teams to identify risks related to contract renewals, reduce customer churn, and uncover opportunities for account expansion.

Qualifications and Experience

• At least 7 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 technical discipline.
• Technical background preferably within software or related industries, demonstrating hands-on customer engagement via in-person, virtual, and email communications.
• Project management capabilities are an advantage.
• Strong knowledge of Java/JVM, performance tuning, and diverse application deployment models including on-premises, cloud, and containerized environments is preferred.
• Proficiency with CRM and analytics tools such as Salesforce and Clari to support data-driven management of customer success metrics.
• Excellent verbal and written communication skills, with strong presentation abilities.

Compensation and Benefits

• Competitive salary range between $115,500 and $126,000 plus eligibility for commission or variable pay.
• Comprehensive healthcare coverage including medical and dental plans.
• Participation in a 401(k) retirement savings plan.
• Multiple paid time off options including remote-first work policy, company shutdown days, holidays, and a referral program.

Company Culture and Additional Information

• Values emphasize intense customer focus, innovation, excellence, courage, impact, integrity, transparency, diversity, inclusion, and collaboration.
• Azul conducts background and reference checks as part of the hiring process and participates in the E-Verify program to confirm employee eligibility in the US.
• Use of artificial intelligence tools may assist in reviewing applications and screening but final hiring decisions are made by humans.