Customer Success Manager

Role Overview

Customer Success Manager (Worldwide Customer Success team) acting as the liaison between customers and Azul. Own the post-sales relationship to ensure customers have an excellent experience from onboarding through renewal and expansion. Focus is primarily on accounts in the Central and Western US.

Responsibilities

• Customer Success ownership (post-sales):
  • Run onboarding sessions for new customers, delivering a “welcome packet” with contact info, training links, and resources.
  • Set expectations for the customer journey, including migration, health checks, business reviews, and renewals.
  • Schedule the first business review during onboarding.
• Lifecycle coordination:
  • Plan, prep, coordinate, and execute communications/check-ins across the customer lifecycle with Account Executive, Sales Engineer, and Renewal Sales Specialist.
  • Conduct regular check-in meetings and a welcome meeting to understand customer outcomes.
• Business Reviews & migration tracking:
  • Lead formal Azul Business Reviews (Know the Customer, Planning, Education).
  • Follow up on migration plans and progress.
  • Provide product feature updates.
• Escalations & customer requests:
  • Act as liaison for customer questions/escalations and ensure issues are routed and addressed by the right internal teams in a timely manner.
• Health/risk management & tooling:
  • Monitor and gather customer information from support interactions, cases, and downloads.
  • Maintain risk profile and health score in SFDC.
  • Maintain internal data systems (e.g., SFDC, Clari) and use customer intelligence.
• Security reviews, renewals, and expansion:
  • Drive attendance of key customers to CTO-led or Azul-sponsored security reviews/meetings.
  • Work with RSS and AEs to identify renewal risk, mitigate churn risk, and facilitate expansion opportunities.

Requirements

• 7+ years experience in Customer Success, Customer Support, or Sales Engineering.
• BS or MS in a computer science-related degree.
• Proven experience in a technical role, preferably in software.
• Demonstrated ability to engage customers/prospects in-person, virtually, and by email.
• Excellent presentation and verbal/written communication skills.
• Familiarity with CRM tools such as Salesforce/SFDC and Clari.
• Strong understanding of Java/JVM, performance tuning, and application deployment models (on-prem, cloud, containerized), preferred.

Nice to Have

• Project management experience.
• Data-driven success metrics experience.