We are looking for a highly motivated and passionate Senior Customer Success Account Manager (CSAM) to drive program management for strategic customers that have a global, complex, cross-cloud digital footprint. As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot/Minimum Viable Product to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success.
The Senior Customer Success Account Manager builds and executes shared plans with customers. The CSAM will manage customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. The CSAM will enable customers to use their benefits effectively and will provide direction for other members of the Account Team to develop a deep understanding of their customer’s business and technical objectives. The CSAM will set priorities for Microsoft to contribute to the customer’s success in those areas and will plan the delivery of services to achieve success criteria for top priority solutions and workloads. Lastly, the CSAM will provide direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads and will develop and execute technical skilling plan to build technical expertise aligned with customer and business 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:
- Develop and coach on engagement strategies for customers, partners, and internal stakeholders.
- Establish and enhance relationships with key stakeholders (internal and external) to ensure successful solution delivery.
- Expand relationships beyond current contracts by aligning Microsoft strategies with customer priorities.
- Strive to achieve “Trusted Advisor” status with key customer executives
Technical Relevance:
- Align Microsoft solutions with customer needs, leveraging expertise in Azure, Modern Work, Dynamics, and industry knowledge.
- Identify and address complex customer scenarios by collaborating with technical specialists.
- Drive Microsoft's position in the customer's cloud technology marketplace.
Customer Success Leadership:
- Demonstrate alignment between customer objectives and Microsoft's portfolio.
- Promote organizational and customer success strategies.
- Lead program planning, prioritization, and management to address customer outcomes.
- Proactively identify and mitigate customer blockers, leveraging Microsoft solutions and services.
- Proactively surface value, which in turn will lead to a high retention rate on customer renewals
- Identify opportunities for growth and adoption, aligning Microsoft offerings with customer objectives.
Qualifications
Required/minimum qualifications
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ 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 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; OR equivalent experience.
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.
- Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
- Program, process, or service management certifications (e.g. PMP, Prosci, ITIL Foundation certifications or equivalent)
- Effective communication skills, executive presence, and confidence in varying customer situations with the ability to lead various stakeholders across Microsoft, Partner, and Customer resources.
- Demonstrated success in building relationships with senior customer executives in large or highly strategic accounts.
- Experience in planning, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail. Accountable for the development and execution of a cross-cloud consumption plan and operational health of customer solutions.
- Demonstrated success in driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
- Effective presentation skills and comfort with both large and small audiences and various levels of management.
- Experience with cloud and hybrid infrastructures, architecture designs, and migrations.
- Knowledge of market trends and competitive insights preferred.
- Understanding of partner ecosystems and ability to leverage partner solutions to solve customer needs preferred.
Customer Success Account Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 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.
Skills Required
- Master’s degree in Business, Sociology, Psychology, Computer Science, or a related field and 3+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- Bachelor’s degree in Business, Sociology, Psychology, Computer Science, or a related field and 4+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- Equivalent experience may substitute for the stated education and experience requirements
- Authorization to work in the United States without current or future employer sponsorship
- Microsoft or competitor-equivalent certification in relevant technologies, such as Azure or Microsoft 365
- Program, process, or service management certification, such as PMP, Prosci, or ITIL Foundation
- Executive communication, presentation, and stakeholder leadership skills
- Experience building relationships with senior executives in large or strategic accounts
- Experience with planning, cross-group collaboration, resource orchestration, communications, analytics, and customer solution operational health
- Demonstrated ability to drive collaborative decisions, resolve conflicts, and ensure follow-through
- Experience with cloud and hybrid infrastructures, architecture designs, and migrations
- Knowledge of market trends and competitive insights
- Understanding of partner ecosystems and ability to leverage partner solutions
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.
