Customer Success Account Manager

**Overview**

The **Customer Success Account Manager (CSAM)** plays a critical role as the primary delivery lead and trusted partner for Microsoft’s most strategic enterprise customers. This role is responsible for empowering customers to maximize the value of Microsoft’s Digital Cloud platforms by driving successful execution of their strategic and transformational cloud initiatives.

The CSAM aligns customer business outcomes with Microsoft solutions, orchestrates the right mix of internal and partner resources, and ensures delivery excellence throughout the entire post-sales lifecycle. By combining technical expertise, delivery management capabilities, business acumen, and industry knowledge, the CSAM enables customers to achieve their goals while accelerating cloud adoption and consumption.

This position is a key enabler of Microsoft’s customer success strategy, ensuring long-term customer satisfaction, operational excellence, and measurable business impact.
**Responsibilities**
**Customer Relationship Management**:

- Build and strengthen trusted relationships with key customer stakeholders and technical decision makers. Collaborate closely with Account Team leaders and partners to ensure quality delivery, effective governance, and alignment with customer objectives.

**Customer Success Leadership & Strategy**:

- Connect customer business goals with Microsoft technology and services, ensuring alignment between Customer Success Plans (CSPs) and account plan priorities.
- Identify opportunities to accelerate value realization and drive transformational outcomes.

**Program Delivery & Orchestration**:

- Lead the delivery of program planning, prioritization of engagements, and customer-facing program reviews.
- Engage with key technical stakeholders to address agreed-upon outcomes and account priorities, ensuring delivery excellence and operational rigor.

**Cloud Adoption & Consumption Acceleration**:

- Track adoption and usage of Microsoft products and services to meet consumption milestones.
- Identify areas for improvement, remove blockers, and drive increased usage across the customer’s technology landscape.

**Customer Health & Retention**:

- Monitor customer health indicators, retention, and churn signals within your portfolio.
- Proactively identify risks and develop mitigation strategies to ensure long-term customer satisfaction and sustained cloud growth.

**Cross-Functional Collaboration**:

- Orchestrate resources across Microsoft and partner ecosystem, ensuring the right expertise is engaged at the right time to deliver measurable customer outcomes.

**Executive Communication & Advocacy**:

- Serve as the voice of the customer within Microsoft, clearly articulating strategic needs and advocating for actions that maximize impact and value realization.

**Continuous Improvement & Excellence**:

- Contribute to a culture of delivery excellence by adopting Microsoft methodologies, best practices, and success frameworks to drive consistent execution and high-quality customer experiences.

**Qualifications**
**Required Qualifications**:

- Bachelor’s Degree in Business, Sociology, Psychology, Computer Science, or related field and 12+ years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management
- OR Master’s Degree in a related field and 10+ years of relevant experience
- OR equivalent experience in lieu of formal education.

- Minimum 5+ years of relevant work experience within the customer’s industry.
- Proven track record leading complex technology programs with enterprise customers.
- Strong understanding of Microsoft Cloud solutions (Azure, M365, Security, Data & AI) or equivalent cloud platforms (e.g., AWS, Google Cloud).
- Demonstrated experience in project or program management, service delivery, and stakeholder engagement.
- Excellent executive communication and relationship management skills, with the ability to influence and build trust across business and technical audiences.
- English fluency required.

**Preferred Qualifications**:

- Microsoft or equivalent certifications in relevant technologies (e.g., Azure, Microsoft 365, AWS).
- ITIL Foundation certification or equivalent service management certification.
- Project Management Institute (PMI) or equivalent project management certification.
- Prosci or equivalent change management certification.
- Experience working in or with large enterprise organizations across industries.
- Background in consulting or professional services delivery.
- Experience operating in a matrixed, fast-paced, and global environment.