Job description
We are seeking an experienced and highly motivated Director, Global Customer Success to lead and scale Azul’s global customer-facing post-sales functions. This is a hybrid role that combines hands-on account management in NAM with strategic leadership of three global teams: Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Migration Support Specialists (MSSs).
The ideal candidate is passionate about driving long-term customer outcomes, operational excellence, and scalable post-sales engagement models. You will support customer satisfaction, retention, and expansion initiatives, while enabling consistent and proactive value delivery throughout the customer lifecycle.
This role will ideally be based in an Eastern US time zone.
What You’ll Do (aka Responsibilities)
- Customer Success (NAM IC Role)
- Serve as the primary Customer Success Manager for a portfolio of NAM -based strategic accounts.
- Own customer onboarding, adoption, health monitoring, renewals, and expansion conversations.
- Facilitate business reviews to reinforce value delivered and identify growth opportunities.
- Coordinate with support, product, and engineering to resolve issues, escalate as needed, and communicate updates.
Global Leadership & Team Management
- Lead and mentor the global Customer Success, TAM, and Migration Support teams.
- Define and execute global strategies for onboarding, customer lifecycle management, and expansion.
- Foster a culture of accountability, collaboration, and continuous improvement across all functions.
- Align cross-functionally with Sales, Product, Engineering, and Support to deliver unified customer experiences.
Operational Excellence
- Oversee team adherence to operational best practices, including Jira and Salesforce hygiene.
- Develop and maintain dashboards to track customer health, adoption, renewals, migration progress, and support activity.
- Drive scalable reporting processes to ensure visibility across the organization, including executive stakeholders.
- Maintain a cadence of QBRs, team check-ins, and retrospectives to drive improvements in service delivery.
Migration Support Oversight
- Lead global migration planning and support team, ensuring successful Java migration outcomes.
- Guide customers through technical readiness assessments, implementation roadmaps, and best practices.
- Collaborate with internal stakeholders and certified partners to ensure delivery excellence.
What You’ll Bring (aka Qualifications)
- 10+ years in Customer Success or Technical Account Management, with at least 5 years in a global leadership capacity.
- Proven track record managing strategic customers and leading global, distributed teams.
- Experience in the Java ecosystem, cloud infrastructure, or enterprise software a strong plus.
- Exceptional communication and relationship-building skills across technical and business stakeholders.
- Hands-on experience with Salesforce, Jira, and customer health dashboards.
- Ability to work independently in a fast-paced, globally distributed environment.
