Customer Success Account Manager

Overview

Microsoft Customer & Partner Solutions accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise, AI-powered solutions, and differentiated go-to-market execution, we help customers move from innovation to transformation while creating sustainable growth opportunities. We differentiate through value creation, delivering world-class customer experiences that accelerate adoption, strengthen loyalty, and enable customers to achieve meaningful business outcomes in the AI era.

As a Customer Success Account Management (CSAM) Manager, you lead and develop customer success organizations responsible for delivering customer success, business outcomes, and long-term value realization across a significant portfolio, geography, or organizational scope. You shape customer success strategy, executive engagement practices, and operational excellence by aligning customer priorities, Microsoft objectives, and cross-functional execution to accelerate business impact and customer transformation.

You are accountable for driving organizational performance through executive leadership, business governance, talent development, and cross-Microsoft collaboration. Through influence, coaching, and strategic leadership, you establish high standards for customer engagement, customer success planning, value realization, and business execution while enabling managers and teams to operate effectively at scale. You serve as a trusted advisor to  customer executives, Microsoft leadership, and strategic stakeholders, helping shape priorities, remove systemic barriers, and accelerate customer outcomes across cloud adoption, customer health, and AI transformation initiatives.

This opportunity will allow you to shape organizational direction, develop future leaders, influence customer success practices across a broader ecosystem, and drive lasting impact through leadership that scales beyond your direct span of control.

This role has a flexible work model and can be performed from home or office (recommended 3 days a week in office) with an estimated 25% travel dependent on customer portfolio.   

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.

Responsibilities

• strengthening customer health, accelerating cloud adoption, and advancing AI transformation across a broad portfolio, geography, or organizational scope.
• Establish organizational standards and governance practices that drive execution excellence, accountability, and consistent customer success outcomes across multiple teams and business motions.
• Build trusted relationships with customer executives, Microsoft leaders, and strategic stakeholders to influence priorities, align investments, and accelerate business and customer value realization.
• Shape and drive cross-functional strategies by influencing leaders across Microsoft and partner ecosystems, removing systemic barriers, and enabling coordinated execution of customer success priorities.
• Develop organizational capability through manager excellence, leadership coaching, succession planning, and talent strategies that strengthen bench strength and create sustainable long-term performance.
• Define, inspect, and continuously improve quality standards for customer engagement, customer success planning, governance, value realization, and operational effectiveness, driving adoption of best practices across the organization.
• Champion innovation, AI-powered ways of working, and continuous learning by identifying emerging opportunities, scaling successful practices, and helping shape the evolution of customer success management across Microsoft.

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

Preferred Qualifications (PQs)

• 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+ year(s) people management experience
• 5+ year(s) experience managing a consumption portfolio
  • Project Management Institute (PMI) or equivalent Project Management certification
  • Prosci or equivalent certification

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.