Customer Success Account Manager (CSAM)

Job description

The Customer Success Account Manager (CSAM) is the primary post-sales success lead and trusted advisor for strategic enterprise customers. The purpose of the role is to connect the customer’s digital strategy with Microsoft’s technology capabilities, ensuring that deployed solutions deliver measurable business value, sustained adoption, and continuous evolution of the customer’s digital ecosystem.

The CSAM develops a deep understanding of the customer’s business objectives, technology maturity, operational challenges, and improvement opportunities across cloud, data, security, productivity, and artificial intelligence. From that vantage point, the CSAM anticipates needs, identifies risks, proposes paths to value, and orchestrates Microsoft resources to accelerate the customer’s digital transformation.

This is not a delivery-coordination role. The CSAM acts as a trusted advisor who connects strategic conversations with concrete technical execution.

• Strategic & Operational Customer Relationships — Build and sustain trusted relationships with executives, business leaders, technology teams, and operational stakeholders, moving fluidly between executive conversations and execution-level discussions.
• Customer Success Strategy — Lead the definition, refresh, and execution of the Customer Success Plan (CSP), translating business needs into concrete adoption, transformation, and value-generation initiatives.
• Cloud & AI Adoption — Actively drive adoption, usage, and expansion of Microsoft cloud and AI solutions — helping customers identify relevant AI use cases, accelerate implementation, promote organizational adoption, and ensure measurable impact.
• Delivery & Governance Leadership — Orchestrate the planning, prioritization, tracking, and execution of customer success programs across internal teams, partners, and customer stakeholders.
• Risk & Customer Health Management — Monitor customer health; identify technical, operational, commercial, and adoption risks; and lead mitigation plans before issues escalate.
• Cross-Functional Orchestration — Mobilize Microsoft resources, technical specialists, partners, and commercial teams toward common outcomes, influencing without direct authority.
• Executive Engagement & Business Value — Lead impact- and outcome-focused conversations, communicating progress, risks, opportunities, and recommendations in a clear, executive, decision-oriented manner.

• 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.
• Working knowledge of cloud, artificial intelligence, data, security, productivity, or enterprise platform technologies.
• Professional English proficiency, written and verbal.
• Experience leading initiatives with multiple internal and external stakeholders.
• Demonstrated ability to manage risk, prioritize initiatives, and execute work plans in complex environments.

Additional or Preferred Qualifications

• Master'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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
• 3+ years 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.
• Project Management Institute (PMI) or equivalent Project Management certification.
• Prosci or equivalent certification.

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.