Customer Success Account Manager

Step into a leadership role where you shape how Microsoft drives customer success across one of our most dynamic industries. As the CSAM Organization Leader within our Telco, Media & Gaming (TMG) Customer Success Unit, you will lead a multi-manager organization — Customer Success Account Manager (CSAM) Managers and their teams — dedicated to orchestrating the delivery forces that empower TMG customers to achieve their most ambitious business outcomes at scale.TMG customers are transforming the way the world connects, creates, and plays — from telecommunications operators modernizing their networks and monetizing 5G, to media and entertainment companies reinventing content production and distribution, to gaming and interactive-entertainment leaders scaling global platforms. You will lead the teams that turn Microsoft cloud and AI investments — Azure, Copilot, Data & AI, and Fabric — into measurable value for these customers, while building the next generation of customer success leaders.In this role, you set the strategy and rhythm of business for your teams, develop and coach your managers, own the most senior customer and partner executive relationships, and hold end-to-end accountability for your organization's customer success planning and delivery. If you are energized by building high-performing leadership teams, driving consumption growth in a fast-moving industry, and making an impact through collaboration and transformation, join us to advance our mission.At Microsoft, our mission to empower every person and every organization on the planet to achieve more guides how we partner with customers to deliver trusted, impactful solutions. With a growth-mindset culture, we innovate responsibly and measure success by shared progress — people, teams, and customers. Join us to do meaningful work that changes the world and helps shape what's next for the industries that keep the world connected and entertained.

People Leadership — lead through your managersDeliver success through empowerment and accountability by modeling, coaching, and caring: set the vision and objectives for your organization, develop and coach your CSAM Managers, enable success across boundaries, and invest in the growth of leaders and individual contributors alike. Attract, retain, and grow diverse TMG customer-success talent.Executive Relationship ManagementLead by example by owning the most senior operational and executive relationships with key TMG customer, partner, and internal contacts — ensuring customers recognize value as planned, anticipating and managing escalations, and expanding relationships to create cross-sell and upsell opportunities across telco, media, and gaming accounts.Customer Success Strategy & GrowthCoach your teams on developing and delivering strategic roadmaps in partnership with customer executives, prioritizing engagements that address agreed-upon TMG business outcomes and account priorities, and aligning Microsoft's Azure, AI, and Copilot portfolio to industry-specific transformation (network modernization, content and media workloads, gaming platforms, data monetization).Delivery Excellence & Risk ManagementGuide your organization to anticipate, identify, and mitigate customer blockers and delivery risks by mobilizing Microsoft resources and building deliverable programs of work; run rhythms of business (RoBs) reviewing delivery-excellence metrics (delivery backlog, bookings, unstaffed requests, consumption pipeline) to drive predictable, repeatable outcomes.Consumption & Value RealizationMobilize resources to accelerate customer adoption and active usage of Microsoft cloud and AI services, maximize retention, minimize churn, and deliver durable consumption growth across the TMG portfolio — holding your teams accountable for committed milestones.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
• 3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.

Other Requirements

This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 12+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
• 6+ years experience working in a customer-facing role (e.g., internal and/or external).
• 6+ years experience leading technical projects, teams, or functions.
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
• 5+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.

Cloud Solution Architecture M5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 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 $165,600 - $272,300 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

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

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.