Senior Customer Success Account Manager

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The Americas Consumption Growth and Success Programs team is focused on helping customers realize the full value of their Microsoft investments by guiding through strategic consumption growth initiatives and success programs. In this role, you will partner closely with the account team, customers, and internal stakeholders to deliver proactive engagement, leverage data-driven insights, and ensure customers achieve their business outcomes through optimized usage of Microsoft solutions.

Are you the tech-savvy, cloud loving self-starter that has Cloud and IT (information technology) Service Management blood running in your veins? Do you get your energy from collaborating with teams and customers to solve challenging problems and then lead the team in delivering the solution? Does navigating ambiguity to have high impact across the Americas sound like an exciting challenge?

As a Senior Customer Success Account Manager (CSAM) on the Americas Consumption Growth and Success Programs team, you will play a pivotal role in driving customer success and cloud adoption. You will have the opportunity leverage your technical experience and business acumen to work with accounts across a variety of industries and collaborate with internal teams to identify the right solution that helps the customer meet their business outcome. Ensuring success for the customer is a critical part of this role so you will get to flex your program management skills by creating clarity on the actions and owners and removing roadblocks as they arise. You will be a partner, consultant, and an enabler throughout your day, accelerating your own career growth along the way. This role is flexible in that you can work up to 100% 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.

Required Qualifications:

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ 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 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience
• 3+ Years of account experience in customer success working with the customer stakeholders, including managing and unblocking technical deployments, leading technical orchestration, proactive and reactive support case management or related.
• 2+ years of experience with Microsoft Cloud Products (Azure, M365, Dynamics, etc) OR other Cloud technologies.
• 3+ years program management experience .

Other Requirements:

• Microsoft is unable to sponsor a work visa for this role due to the nature of the role’s job duties.

Preferred Qualifications:

• Bachelor's Degree in Business, Sociology, Psychology, 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, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

• OR equivalent experience

• 3+ years relevant work experience within customer industry

• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)

• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification

• Project Management Institute (PMI) or equivalent Project Management certification

• Prosci or equivalent certification

Customer Success Account Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until November 6, 2025.

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• You will initiate conversations with account teams and at times, customers, to connect customer objectives and the current Microsoft portfolio of work in the customer account.

• Stay informed and knowledgeable about the ever-changing consumption driving programs and initiatives available and identify where to apply on relevant accounts while simplifying the information for the field and customers.

• Relationship Management: You will support foundational relationships with key account team and customer stakeholders to enable quality solution delivery and health using partnerships with other account team leaders and provide guidance.

• Customer Success leadership - Program Management: You will support the delivery of program planning and reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success

• Customer Success Leadership and Customer Strategy and Growth: You will listen to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account.

• You will be able to work directly with account teams to solve challenges as well as take on creating approaches that can scale across the Americas.

• You will align with the account team to support the linking of Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.

• Bring an understanding of retention and churn on a customer portfolio to help teams begin identifying potential opportunities where retention may become an issue.

Other

• Embody our Culture and Values