About the role

Role overview

The Customer Success Manager is part of Azul’s Worldwide Customer Success team. You act as the primary liaison between customers and Azul, ensuring customers have a strong experience from onboarding through the full account lifecycle. The role focuses on accounts in the Central and Western US.

Responsibilities

Own the post-sales customer relationship
Run onboarding for new customers, including a “welcome packet” with:
- Contact information
- Links to training materials and other resources
Set customer journey expectations, including:
- Migration
- Health checks
- Business reviews
- Renewals
Schedule the first Business Review during onboarding
Coordinate lifecycle communication and “check-ins” with:
- Account Executive (AE)
- Sales Engineer
- Renewal Sales Specialist (RSS)
Conduct formal Azul Business Reviews, following the framework:
- Know the Customer
- Planning (e.g., patches, security briefings)
- Education (features, roadmap, tips & tricks)
Follow up on migration plans and progress
Provide product feature updates
Serve as a liaison for customer requests, questions, and escalations, ensuring timely handling by the right Azul teams
Monitor and capture customer intelligence (support interactions, cases, downloads) to maintain a risk profile and record health score in SFDC
Maintain internal data systems, including SFDC and Clari
Drive participation of key customers in security reviews with the CTO or other Azul-sponsored meetings
Work with RSS and AEs to:
- Identify renewal risk
- Mitigate churn risk
- Identify and facilitate expansion opportunities

Requirements

7+ years experience in Customer Success, Customer Support, or Sales Engineer roles
BS or MS in a computer science-related degree
Proven experience in a technical role, ideally in software (or related industry)
Experience engaging customers/prospects via in-person, virtual, and email
Excellent presentation and verbal/written communication skills
Strong understanding of Java/JVM, performance tuning, and application deployment models (on-prem, cloud, containerized) (preferred)
Familiarity with CRM tools (e.g., Salesforce, Clari) and data-driven success metrics

Nice-to-haves

Project management experience

About Azul

Azul is a software company focused on technologies for the Java ecosystem, helping organizations build, run, and manage Java applications. It provides solutions used by enterprise customers and supports them through the full customer lifecycle, including onboarding, health monitoring, and renewals.