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Customer Success Account Manager

https://www.microsoft.com/ Logo

Microsoft Corporation

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Location:
United States , Redmond

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

85100.00 - 169800.00 USD / Year
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Job Description:

As a Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their business value across our Digital Cloud platforms. By leveraging your business acumen, industry perspectives, customer knowledge, and technical expertise you will be responsible 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 outcomes.

Job Responsibility:

  • Customer Relationship Management: Builds customer, partner, and internal stakeholder engagement models
  • Manages and/or supports foundational relationships with key customer stakeholders and technical professionals
  • Develops customer relationships beyond the current Unified Support contract consumers
  • Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels
  • Guides and leads conversations to facilitate the achievement of customer business objectives
  • Maps internal roles to customer priorities
  • Holds, maintains, and nurtures internal stakeholder relationships
  • Gathers information on the business and Information Technology objectives for customer organizations
  • Contributes to the development of a shared customer account plan
  • Customer Success Leadership: Identifies actual and potential blockers to consumption through data analysis and feedback from customers
  • Mobilizes resources to address actual and potential blockers to consumption and associated issues
  • Holds accountability for identified consumption milestones and their completion
  • Partners with customer to track progress, resolve blockers, and keeps activities on schedule
  • Tracks adoption and usage of Microsoft products and services
  • Develops and leverages an understanding of retention and churn in their customer portfolio
  • Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical and business stakeholders
  • Applies the use of Microsoft delivery management methodologies, processes, and tools to manage customer operational health
  • Identifies and mitigates customer blockers by leveraging Microsoft solutions and services
  • Orchestrates delivery resources to facilitate value realization
  • Performs delivery program reviews with internal stakeholders
  • Provides escalation management and communications for delivery programs
  • Initiates conversations with customers to connect customer objectives and the current Microsoft portfolio of work
  • Adopts the organizational and customer success strategy
  • Begins to align Microsoft technology and services with the customer goals and objectives
  • Supports account team planning
  • Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities
  • Works with their customers to design programs that improve operational health
  • Technical Relevance: Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities
  • Leverages technical aptitude and industry awareness to translate customer interactions into customer business impact and value
  • Identifies customer scenarios and aligns with technical specialists to identify relevant cross-cloud technology solutions
  • Develops an awareness of the cloud technology marketplace, including Microsoft competitors

Requirements:

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience
  • Authorization to work in the United States that does not now or in the future require employer sponsorship
  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience (preferred)
  • 1+ year(s) relevant work experience within customer industry (preferred)
  • Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365) (preferred)
  • Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification (preferred)

Nice to have:

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience
  • 1+ year(s) 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

Additional Information:

Job Posted:
February 01, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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