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 Management (CSAM) Manager, you lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth!
This role has direct people management responsibility for CSAM’s, has overall accountability for their team’s end to end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders. Through their team the CSAM Manager is responsible for driving a repeatable and predictable business by leading a team through a coach, model, care framework driving strategic planning and the orchestration of delivery resources to drive strong customer outcomes aligned to their top priorities.
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
- Customer Relationship Management – You will lead by example to proactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts.
- Customer Success leadership – Customer Strategy and Growth – You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
- You will develop a team culture identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.
- Customer Success Leadership and Consumption Leadership – You will coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.
- Customer Success Leadership – Delivery and Program Management – You will manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan , and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
- Technical Relevance – You will stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
- You will deliver success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people.
Qualifications
Required/minimum qualifications
- Master'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 Bachelor'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.
Background Check Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
- The successful candidate currently has the ability to obtain Reliability Status screening from a duly authorized department or agency of the Government of Canada. This process includes but is not limited to:
- Verification of identity, background, education, professional credentials, personal and professional references, credit check and criminal background check.
- Reliability Status screening may also require a security questionnaire and security interview.
- To obtain the requisite clearance within required timelines, applicants must have five (5) years of continuous Canadian residency and must not have lived or worked outside of Canada for more than six (6) months during that time unless Microsoft is satisfied that the requisite clearance can nevertheless be obtained within required timelines.
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor'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.
- 5+ years relevant work experience within customer industry.
- 3+ years people management experience.
- 3+ years experience managing a consumption portfolio.
- Project Management Institute (PMI) or equivalent Project Management certification.
- Prosci or equivalent certification.
Customer Success Account Mgmt M5 - The typical base pay range for this role across Canada is CAD $128,000 - CAD $222,400 per year.
Find additional pay information here:
https://careers.microsoft.com/v2/global/en/canada-pay-information.html
Customer Success Account Mgmt M5 - L'échelle salariale de base typique pour ce rôle dans l'ensemble du Canada est de 128,000 $ CAD à 222,400 $ CAD par année.
Pour plus d'information au sujet de la rémunération, veuillez cliquer ici:
https://careers.microsoft.com/v2/global/en/canada-pay-information.html
Ce poste sera ouvert pendant au moins cinq jours et les candidatures seront acceptées de façon continue jusqu’à ce que le poste soit pourvu.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft est un employeur offrant l’égalité d’accès à l’emploi. Tous les candidats qualifiés seront pris en considération pour l’emploi, sans égard à l’âge, à l’ascendance, à la citoyenneté, à la couleur, aux congés médicaux ou familiaux, à l’identité ou à l’expression de genre, aux renseignements génétiques, à l’état d’immigration, à l’état matrimonial, à l’état de santé, à l’origine nationale, à un éventuel handicap physique ou mental, à l’affiliation politique, au statut de vétéran protégé ou au statut militaire, à la race, à l’ethnie, à la religion, au sexe (y compris la grossesse), à l’orientation sexuelle ou à toute autre caractéristique protégée par les lois, ordonnances et règlements locaux applicables. Si vous avez besoin d’aide avec des accommodements religieux et/ou d’un accommodement raisonnable en raison d’un handicap pendant le processus de candidature, apprenez-en plus sur la demande d’accommodement.
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.
Skills Required
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in those fields AND 6+ years of the same OR equivalent experience.
- Ability to meet Microsoft, customer and/or government security screening requirements, including ability to obtain Reliability Status screening (verification of identity, background, education, references, credit and criminal checks). Applicants must have five (5) years continuous Canadian residency and not have lived or worked outside Canada for more than six (6) months during that time unless exception approved.
- Demonstrated customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
- Master's Degree AND 10+ years experience OR Bachelor's Degree AND 12+ years experience OR equivalent (preferred senior-level experience).
- 5+ years relevant work experience within customer industry.
- 3+ years people management experience.
- 3+ years managing a consumption portfolio.
- Project Management Institute (PMI) or equivalent Project Management certification.
- Prosci or equivalent certification.
Microsoft Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Microsoft and has not been reviewed or approved by Microsoft.
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Fair & Transparent Compensation — Pay is presented as broadly competitive overall, with clear role/level/location variation and an emphasis on using posted ranges and band information for apples-to-apples comparisons.
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Retirement Support — Retirement benefits are described as a standout, highlighted by a strong 401(k) match structure and immediate vesting, plus additional plan features for tax-advantaged saving.
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Parental & Family Support — Family-oriented benefits are portrayed as a meaningful strength, with substantial paid parental leave and added supports like back-up care and adoption/surrogacy assistance.
Microsoft Insights
What We Do
At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. Our mission is grounded in both the world in which we live and the future we strive to create. Today, we live in a mobile-first, cloud-first world, and the transformation we are driving across our businesses is designed to enable Microsoft and our customers to thrive in this world.
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