Customer Success Account Manager

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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

As a Customer Success Account Manager (CSAM), you will be a key partner to our customers, supporting them in achieving the full value of Microsoft’s Digital Cloud platforms. You will play a pivotal role in driving the execution of customer success plans, aligning Microsoft’s technology and services with customer business objectives, and supporting program delivery to ensure impactful outcomes. By leveraging your technical knowledge, program management skills, and relationship-building capabilities, you will contribute to accelerating customer adoption, usage, and satisfaction.

This opportunity will allow you to accelerate your career growth, develop deep business acumen, strengthen your delivery management expertise, and deepen your cloud and industry knowledge.

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.

Required Qualifications:

• Bachelor’s Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management

  • OR Master’s Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years of relevant experience;

  • OR equivalent experience

• 3+ years of relevant work experience within the customer’s industry.

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 with enterprise customers in cloud transformation or service delivery scenarios.

• Strong communication and stakeholder engagement skills, with the ability to influence across technical and business audiences.

• Customer Relationship Management: Support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and customer health. Partner with account team leaders, leveraging guidance from more experienced colleagues to build trust and alignment.

• Customer Success Leadership & Strategy: Contribute to aligning customer business objectives with Microsoft’s portfolio of solutions. Work with account teams to link Customer Success Plans (CSPs) to account plan priorities and develop bookable programs of work that drive customer impact.

• Delivery & Program Management: Support program planning, customer-facing program reviews, and prioritization of engagements. Collaborate with key technical stakeholders to address agreed-upon customer outcomes and account priorities.

• Cloud Adoption & Consumption: Track adoption and usage of Microsoft products and services to meet consumption milestones. Identify opportunities to improve adoption, address blockers, and drive increased usage of Microsoft Cloud solutions.

• Customer Retention & Health: Develop and leverage an understanding of retention and churn signals within your customer portfolio. Begin identifying potential risk areas and opportunities to sustain and grow customer engagements.

• Customer Advocacy: Initiate conversations with customers to connect their objectives with Microsoft’s portfolio of work, ensuring that Microsoft technology and services are aligned to support their goals.

• Cross-functional Collaboration: Partner with internal Microsoft teams and the partner ecosystem to ensure the right expertise is engaged at the right time to support customer success initiatives.