Customer Success Account Management
About the job
- A bachelor's degree in Business, Computer Science, Engineering, Information Technology, or a related field, or equivalent experience.
- Strong experience in customer success, account management, enterprise program management, technical service delivery, consulting, or a related customer-facing technology role.
- Demonstrated ability to manage complex programs involving multiple workstreams, senior stakeholders, dependencies, risks, and competing priorities.
- Strong account-management and commercial mindset, including experience building trusted relationships, understanding customer strategy, supporting renewal or growth conversations, and identifying opportunities based on customer value.
- Broad technical understanding of cloud platforms and enterprise technology, with the ability to engage credibly with technical and business stakeholders.
- Experience managing high-impact reactive support situations, service incidents, or customer escalations with calm leadership, disciplined communication, and clear accountability.
- Ability to translate technical programs and service-health topics into business impact, decisions, and executive-level communication.
- Strong stakeholder management, negotiation, influencing, and conflict-resolution skills across organizational boundaries.
- Excellent written and verbal communication skills, including executive presentations and concise status reporting.
- Data-driven approach to measuring progress, value realization, adoption, consumption, customer health, and delivery outcomes.
- Ability to operate effectively in ambiguity, prioritize across multiple customer demands, and maintain momentum in complex or high-pressure situations.
- Own Customer Success Plans aligned to the customer’s business priorities, measurable success criteria, adoption, consumption, operational health, and targeted outcomes.
- Establish clear program governance, integrated plans, milestones, dependencies, owners, risks, actions, issues, and decisions; drive execution across multiple workstreams and hold stakeholders accountable for timely delivery.
- Develop a deep understanding of the customer’s business, industry, technology strategy, commercial commitments, and stakeholder landscape; partner with account and specialist teams to protect renewals, strengthen relationships, identify expansion opportunities, and connect delivered value to future investments.
- Maintain broad technical fluency across Microsoft cloud, AI, data, security, business applications, and modern work; translate technical topics into business impact, challenge delivery approaches constructively, and bring the right specialists into complex customer situations.
- Lead the customer experience during critical support situations by establishing incident governance, aligning technical responders and business stakeholders, maintaining communication, managing expectations, escalating appropriately, and ensuring actions continue through service recovery and follow-through.
- Accelerate adoption, usage, and consumption across Microsoft Azure, Microsoft 365, Copilot, agents, security, data, and business applications, connecting technology usage to measurable customer outcomes.
- Proactively identify risks affecting service health, adoption, consumption, resiliency, security, or customer confidence, and orchestrate prevention, remediation, optimization, and readiness activities.
- Drive committed milestones to completion, manage blockers and cross-team dependencies, and ensure customer, Microsoft, and partner responsibilities are clear and actively managed.
- Lead Customer Success Delivery Reviews and contribute to executive and quarterly business reviews with concise, outcome-led reporting on value, progress, health, risks, support, and next steps.
- Use customer insights, support patterns, health signals, adoption data, and delivered outcomes to identify adjacent workloads and new opportunities for customer value.
- Bring together sales, technical, engineering, support, delivery, specialist, and partner teams so the customer experiences one coordinated Microsoft team.
- A Master of Business Administration (MBA).
- Experience with Microsoft Azure, Microsoft 365, Copilot and agents, security, data and AI, Dynamics 365, Power Platform, or comparable enterprise cloud technologies.
- Experience working with enterprise support, service management, incident management, cloud operations, or mission-critical environments.
- Relevant cloud, technical, program-management, service-management, or customer-success certifications.
- Experience working with global virtual teams, system integrators, managed service providers, and technology partners.
- Strong business acumen and understanding of technology adoption, cloud consumption, customer lifecycle management, and value realization.
About the company
Microsoft develops software, devices, and cloud services. Windows is an operating system that runs on personal computers, Office provides productivity apps, and Azure offers cloud computing and developer tools. The company differentiates itself with a large, integrated ecosystem of software, devices, and services, plus long-standing partnerships with PC makers and a broad enterprise footprint. Its goal is to put a computer on every desk and in every home, and to extend that reach through cloud services, professional networking (LinkedIn), and gaming.
Company Size
10,001+
Company Stage
IPO
Headquarters
Redmond, Washington
Founded
1975
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Simplify's Take
What believers are saying
- Azure revenue grew 41% in FY2026, signaling durable enterprise demand for Microsoft AI infrastructure.
- Microsoft Cloud revenue hit $214 billion in FY2026, up 27% year over year.
- LinkedIn revenue rose 12% in FY2026, while new Copilot Home, Code, Autopilot launched.
What critics are saying
- Microsoft faces shareholder fraud suits filed June 2026 over Azure slowdown and AI spending.
- FTC antitrust probes target cloud, AI, and software bundling after Teams commitments.
- OpenAI and Anthropic underpin Copilot; a partner pivot can disintermediate Microsoft's AI layer.
What makes Microsoft unique
- Microsoft Azure surpassed $100 billion in FY2026, pairing cloud with Copilot across Office.
- Microsoft 365 Copilot reached 30 million paid seats by FY2026, embedding AI in workflows.
- ISOC in Defender unifies SIEM, XDR, and Sentinel inside one Microsoft security platform.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
Professional Development Budget
Conference Attendance Budget
Flexible Work Hours
Remote Work Options
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 0%Accenture reported revenue of nearly $74.2 billion for fiscal year 2026, up 6.5% year-over-year, with net income of roughly $8.5 billion. The professional services firm serves approximately 9,000 clients globally with 814,000 employees. Microsoft generated revenue of nearly $331.8 billion in FY 2026, a 17.8% increase, with net income of approximately $133.7 billion. The company's net margin reached close to 40.3%. Both companies maintained a debt-to-equity ratio of approximately 0.3x. Microsoft's free cash flow reached nearly $67.0 billion, whilst Accenture's was roughly $11.6 billion. Accenture recently addressed a $25 million settlement with the Department of Justice regarding federal contracting practices. Microsoft faces securities fraud class action lawsuits involving AI and Copilot claims, alongside antitrust scrutiny and an IRS tax audit.
Microsoft is rolling out Excel Canvas through October, a feature that transforms spreadsheet data into polished reports with visualisations, metrics, and insights. The reports automatically refresh when underlying data changes. Users need access to Copilot in Excel and can customise reports using natural language prompts. The feature enters a crowded market of dashboard tools. The rollout follows mixed reception for recent Excel updates. Last week, Microsoft added a feature allowing multiple values in single cells. Earlier this year, a Copilot Dynamic Action Button faced user backlash, forcing Microsoft to make it removable. The company also abandoned the COPILOT() function in August, barely 12 months after its introduction.
Ryan Roslansky, Microsoft's executive vice president and former LinkedIn CEO, will leave the company at the end of 2026. Roslansky, who joined LinkedIn in 2009 and became CEO in 2020, cited family ties to the San Francisco Bay Area as his reason for departing. He will remain as an adviser to Microsoft CEO Satya Nadella through December. His exit follows a string of executive departures at Microsoft, including gaming chief Phil Spencer and Office executive Rajesh Jha. Roslansky moved into Microsoft 365 oversight earlier this year after Dan Shapero became LinkedIn's CEO. During Roslansky's six-year tenure leading LinkedIn, membership grew from 700 million to 1.3 billion users. LinkedIn posted 11% revenue growth for Microsoft's most recent fiscal year.
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