Customer Success Manager

About the role

Azul is hiring a Customer Success Manager to join its global Customer Success organization. In this position, you will serve as the main point of contact between customers and Azul, helping ensure a smooth experience from the first onboarding touchpoint through the full customer lifecycle. The role is centered on accounts across the Central and Western United States.

Key responsibilities

• Take ownership of customer relationships after the sale and guide new customers through onboarding, including a welcome package with key contacts, training links, and helpful resources.
• Set expectations early for the full customer journey, covering migration, health checks, business reviews, and renewals, and book the first business review during onboarding.
• Coordinate and run customer communications and check-in meetings with the Account Executive, Sales Engineer, and Renewal Sales Specialist across the lifecycle of the account.
• Lead welcome conversations with sales and pre-sales partners to align on customer goals and expected outcomes.
• Maintain a steady schedule of follow-up meetings and formal business reviews.
• Run Azul business reviews using the standard format that covers customer context, planning topics such as patches and security briefings, and education topics such as new features, roadmap updates, and tips.
• Review migration plans and track migration progress with the customer.
• Share relevant product updates and feature information as needed.
• Serve as the escalation and communication bridge for customer questions, requests, and issues so they reach the right internal teams quickly.
• Track support interactions, case activity, and download behavior to build a customer risk view and record health scores in SFDC.
• Keep internal systems such as SFDC and Clari updated with customer insights gathered through research and direct interaction.
• Encourage important customers to join security reviews with the CTO or other Azul-sponsored meetings.
• Partner with Renewal Sales Specialists and Account Executives to spot renewal risk, reduce churn risk, and uncover expansion opportunities.

Experience and qualifications

• At least 7 years of experience in Customer Success, Customer Support, or a Sales Engineer role.
• A BS or MS in a computer science-related field.
• Prior experience in a technical role, ideally within software or a closely related industry.
• Comfort working directly with prospects and customers in person, over video, and through email.
• Project management experience is considered an advantage.
• Strong knowledge of Java/JVM, performance tuning, and application deployment models such as on-premises, cloud, and containerized environments is preferred.
• Familiarity with CRM platforms such as Salesforce and Clari, plus experience using data to measure success.
• Strong presentation abilities and excellent verbal and written communication skills.

Perks and benefits

• Comprehensive compensation and healthcare coverage.
• Referral program.
• Remote-first working style with support for work-life balance, paid time off, company shutdowns, and holidays.
• Opportunity to collaborate with leading experts worldwide who contribute to the Java ecosystem.
• Medical and dental coverage.
• 401(k) plan.
• Broad paid time off options.
• Base salary range of $115,500 to $126,000, plus commission or variable pay eligibility.

Additional information

• Azul participates in E-Verify.
• In the United States, Azul Systems, Inc. uses E-Verify to verify work eligibility for newly hired employees. More details are available at www.e-verify.gov.
• Employment is conditional on successful reference checks and background checks.
• Azul may use artificial intelligence tools during parts of the hiring process, such as application review, resume analysis, response assessment, and consistency checks. These tools support recruiters but do not replace human decision-making.
• Final hiring decisions are made by people.
• The company notes that the total compensation package is influenced by performance and the value contributed to the business.
• Salary placement may vary based on education, experience, knowledge, skills, and geography.
• Company values include Maniacal Customer Focus, Innovation & Excellence, Initiative & Courage, Impact & Influence, Integrity & Transparency, and Diversity, Inclusion & Teamwork.