Customer Success Account Manager

Overview

Microsoft is committed to aiding customers in their digital transformation journeys by utilizing its Microsoft Cloud products and comprehensive support services. The company has a focused Customer Success team dedicated to ensuring clients achieve their desired business results.

As a Customer Success Account Manager (CSAM), you play a pivotal role as the primary delivery leader within the account team and a strategic ally for customers. Your responsibility includes executing Customer Success Contracts and facilitating cross-functional initiatives that deliver value and drive transformational outcomes for customers. This position offers an excellent opportunity to advance your career, enhance delivery management skills, and deepen expertise in cloud technologies and industry domains.

This role is open across multiple Microsoft business groups and customer segments within the United States, including enterprise, regulated, and partner services. Candidates may be considered for various opportunities beyond the initial location where the role is posted. The position offers flexibility with up to 50% remote work, though travel requirements vary depending on assignment.

Microsoft fosters a culture centered around growth mindset, excellence, and encouraging teams and leaders to deliver their best each day. This environment supports the creation of impactful innovations affecting billions worldwide.

Key Responsibilities

• Develop and maintain foundational relationships with primary customer stakeholders such as IT Directors, CTOs, CIOs, and LOB leaders to facilitate quality solution delivery through collaboration with account team members and senior advisors.
• Identify customer business and IT objectives, recognize their needs, and co-create plans aligned with customer-specific and industry outcomes, supporting cloud readiness, adoption, and optimization across solution areas.
• Lead strategic conversations to align customer objectives with support contracts, drive long-term consumption strategies, establish executive sponsorships, prioritize engagements, and advocate for organizational change.
• Plan and manage a portfolio including support programs, implementation projects, and success engagements to achieve customer outcomes, foster renewals, support upselling efforts, and meet local growth goals using managed intellectual property and compliant offerings.
• Capture and communicate insights to sales teams to identify growth prospects such as add-ons and cloud consumption expansions, supporting account planning and delivery execution to enhance support value and revenue.
• Coordinate internal Microsoft technical and sales teams or external partners to resolve complex customer issues, ensuring consistent progress and mitigating obstacles to customer success.
• Oversee solution delivery efforts, securing resources to fulfill customer commitments, expedite adoption, manage escalations, update customers regularly, and promote continuous process improvements based on feedback.
• Apply intermediate technical knowledge to advise customers on technology solutions, forecast resource needs, and govern multi-stream technology projects from design through delivery.
• Embody Microsoft's culture and values, contributing to an inclusive and growth-oriented work environment.

Qualifications and Requirements

• A Bachelor's degree in business, sociology, psychology, computer science, or related disciplines, along with at least 2 years of experience in customer success, solution delivery, practice management, consulting, or portfolio management, or equivalent experience.
• Authorization to work in the United States without requiring current or future employer visa sponsorship.
• Preferred qualifications include higher education (Master's degree), 6-8+ years of relevant experience, and certifications such as ITIL Foundation, PMI Project Management, or Prosci change management.
• At least 3 years of experience within customer success roles in the technology industry is desirable.

Compensation and Additional Details

The base annual salary range for this role in the United States is typically between $86,100 and $169,800, varying by location. In higher cost areas such as the San Francisco Bay and New York City metropolitan regions, the salary range adjusts to $113,300 to $187,400. Certain positions may be eligible for additional benefits and compensation.

Applications remain open for a minimum of five days and continue until the role is filled.

Equal Opportunity Employer Statement

Microsoft is committed to equal employment opportunities regardless of age, ancestry, citizenship, color, medical or family care leave status, gender identity, genetic information, immigration status, marital status, disability, political views, veteran status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any legally protected characteristics. Accommodations for disabilities or religious practices during the application process are available upon request.