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Matt Wallaert
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Customer Success Account Management Manager



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Customer Service, Sales & Business Development
Mexico City, Mexico
Posted on Monday, February 12, 2024
Are you a passionate leader, whom enjoy bold ambitions while developing great leaders? Are you a tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieve the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

Check out the Customer Success Account Management Manager role in the Customer Success Unit at Microsoft Mèxio! Be ready to make an impact!

As a CSAM Manager, you will lead and accelerate customer value realization and health in more strategic customers. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible to lead a CSAM team for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise. This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.


People Management

  • Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
  • Model - Live our culture; Embody our values; Practice our leadership principles.
  • Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
  • Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Customer Relationship Management

  • Leads by example through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting the C-Suite (as appropriate), including participating in and contributing to executive-level briefings. Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential major issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities. Advises and shapes internal design and strategy decisions that have a direct impact on customer relationships.
  • Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations at customer executive levels. Partners with key internal, partner, and customer stakeholders to develop strategies that position Microsoft products and offerings to address desired business priorities.
  • Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer portfolio patterns, pain points, attitudes, and expectations and coaches others to do the same. Prioritizes resource efforts to meet the most critical needs and expectations of customers across a portfolio. Reviews and communicates the status of delivery programs linked to portfolio priorities with internal stakeholders.

Technical Relevance

  • Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Directs customers on, coaches team members on and stays current with industry and Microsoft technical insights through consultation with leadership, the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction, illustrating advantages over Microsoft's competition.

Customer Success Leadership

  • Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account, promoting identified opportunities for growth and their alignment with future customer strategy. Coaches the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Works with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customers' current and future goals and objectives. Supports account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.
  • Coaches team on serving as trusted advisors to key stakeholders and executives to develop and deliver strategic roadmaps for executing program planning and customer-facing reviews, managing key stakeholder and executive expectations via delivery of a Customer Success Plan (CSP), and prioritizing complex engagements to address agreed-upon business and industry outcomes and customer priorities to deliver ongoing customer success. Coaches team on optimizing preexisting and developing new Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Coaches team on anticipating, identifying, and mitigating customer blockers and risks by leveraging Microsoft solutions and services, and developing deliverable programs of work and aligning them with key customer and Microsoft priorities. Guides team through leading delivery program reviews with internal stakeholders to ensure alignment on business and industry outcomes and customer priorities. Leads executive escalation management and communications for delivery programs in the customer account. Runs rhythms of business (RoBs) reviewing delivery excellence metrics (e.g., delivery backlog, bookings, unstaffed requests).
  • Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coaches team to drive customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans. Coaches team to develop a multi-year strategy, deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.


  • Embody our culture and values


Required/Minimum Qualifications

  • Bachelor's Degree in Business, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Master's Degree in Business, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.
  • 5+ years experience managing a consumption portfolio

Additional Or Preferred Qualifications

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 15+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.
  • 7+ years relevant work experience within customer industry.
  • 5+ years people management experience.
  • Project Management Institute (PMI) or equivalent Project Management certification.
  • Prosci or equivalent certification.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

This job is no longer accepting applications

See open jobs at Microsoft.