Director, Global Customer Success - Remote

Overview

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).

In Short

• Serve as the primary Customer Success Manager for 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.
• Lead and mentor global Customer Success, TAM, and Migration Support teams.
• Define and execute global strategies for customer lifecycle management and expansion.
• Oversee team adherence to operational best practices, including Jira and Salesforce hygiene.
• Develop and maintain dashboards to track customer health and support activity.
• Lead global migration planning and support team, ensuring successful Java migration outcomes.
• Guide customers through technical readiness assessments and implementation roadmaps.
• Collaborate with internal stakeholders to ensure delivery excellence.

Requirements

• 10+ years in Customer Success or Technical Account Management.
• At least 5 years in a global leadership capacity.
• Proven track record managing strategic customers and leading global teams.
• Experience in the Java ecosystem or enterprise software is a strong plus.
• Exceptional communication and relationship-building skills.
• Hands-on experience with Salesforce, Jira, and customer health dashboards.
• Ability to work independently in a fast-paced, globally distributed environment.

Benefits

• Opportunity to lead and shape customer success initiatives.
• Engagement with a global team of professionals.
• Dynamic work environment with a focus on operational excellence.
• Support for professional development and career growth.
• Competitive compensation package.