Customer Success Manager

Azul•Boston, MA

75d•$165,000 - $180,000•Remote

About The Position

The Customer Success Manager is an integral part of our Worldwide Customer Success team at Azul. The Customer Success Manager acts as the liaison between the Customer and Azul, focusing on ensuring our customers have the best possible experience from onboarding throughout their lifetime with Azul. This role will primarily focus on accounts in the Central and Western US.

Requirements

7+ years' experience in either Customer Success, Customer Support, or Sales Engineer role
BS or MS in computer science related degree
Demonstrated experience in technical role, preferably in software or complimentary industry
Demonstrated experience working directly with, engaging in-person, virtually, and by email with prospects and customers.
Familiarity with CRM tools (e.g., Salesforce/Clari) and data-driven success metrics.
Excellent Presentation skills as well as verbal and written communication skills

Nice To Haves

Project management experience a plus
Strong understanding of Java/JVM, performance tuning, and application deployment models (on-premises, cloud, containerized), preferred

Responsibilities

Own the post sales customer relationship. Execute an On Boarding session with all new Azul customers providing them with a ‘welcome packet’ that includes contact information, useful links to training materials and other various resources. Set the proper expectations for the customer journey to include migration, health checks, business reviews, and renewals. Schedule the first business review during the on boarding session.
Lead (Plan, Prep, coordinate, and execute) in conjunction with the Account Executive, Sales Engineer, and Renewal Sales Specialist (RSS) a series of communications and ‘check in’ meetings throughout the lifecycle of the customer including: Welcome meeting in conjunction with the Sales AE and Pre-Sales Engineers to understand desired outcomes. Regular cadence of check in meetings. Conduct formal Azul Business Reviews. Follow the Business Review format: Know the Customer, Planning (Patches, Sec Briefings) and Education (Features, Roadmap, tips and tricks). Follow up reviews of migration plans and progress. Provide Product feature updates.
Act as a liaison for customer requests, questions, and escalations to ensure issues are received and addressed by the appropriate organizations within Azul in a timely manner.
Monitor and gather key customer information related to customer support interactions, cases, and downloads to establish an ongoing ‘risk profile’ of key customers and record health score in SFDC.
Maintain internal data systems (SFDC, Clari, with all customer intelligence gathered through research and interaction.
Drive attendance of key customers to individual or group Security reviews with CTO or other Azul sponsored meetings.
Work with RSS and Account Executives to identify renewals risk, mitigate customer churn risk, and identify and facilitate expansion opportunities.