Director, Global Customer Success

Summary

Join Azul as the Director, Global Customer Success and lead the scaling of global customer-facing post-sales functions. This hybrid role involves hands-on account management in North America and strategic leadership of three global teams: Customer Success Managers, Technical Account Managers, and Migration Support Specialists. You will drive long-term customer outcomes, operational excellence, and scalable post-sales engagement models, supporting customer satisfaction, retention, and expansion. The role requires leading and mentoring global teams, defining global strategies, and fostering a culture of collaboration and continuous improvement. Based ideally in the Eastern US time zone, this position demands strong leadership, technical expertise, and a commitment to customer success.

Requirements

• 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
• 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

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

Experience in the Java ecosystem, cloud infrastructure, or enterprise software a strong plus