Customer Success Account Manager

Overview

At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry’s most significant investments. Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation. SME&C is more than a sales organization—it’s a culture of innovation, opportunity, and inclusivity. Here, you’ll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do. If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how SME&C can be the next step in your career. Together, we are shaping the future of business.

Are you a cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our customers achieve the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

As a Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their business value across our Digital Cloud platforms. By leveraging your business acumen, industry perspectives, customer knowledge, and technical expertise, you will be responsible for the end-to-end post-sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer outcomes. Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities, and deepen your cloud and industry expertise.

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

• Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models.
• Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health, using partnerships with other account team leaders and leads orchestration across internal/external stakeholders.
• Expands customer and partner relationships beyond the current Unified Support contract consumers, with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
• Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners).
• Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft.
• Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities.
• Holds, maintains, and nurtures internal stakeholder relationships and influences and challenges senior/executive internal stakeholders.
• Leads business value conversations at customer executive levels.
• Initiates the gathering of information on the business and Information Technology objectives for customer organizations, using partnerships with other account team leaders to identify customer priorities.
• Partners with the Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry.

Customer Success Leadership

• Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health.
• Proactively identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work.
• Orchestrates delivery resources to facilitate value realization with a focus on driving operational health.
• Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities.
• Leads escalation management and communications for delivery programs in the customer account.
• Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
• Promotes the organizational and customer success strategy with customers.
• Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy.
• Engages in account team planning, promoting business and technical needs for change that challenge customer thinking.
• Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
• Challenges the customer and influences their strategic decision-making, driving the case for change towards improved operational health.
• Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback.
• Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs).
• Holds accountability for identified consumption milestones and their completion.
• Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption.
• Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities.
• Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn.

Technical Relevance

• Understands, identifies, and aligns Microsoft solutions and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities.
• Leverages broad foundational industry and technical expertise to enable customer success.
• Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions.
• Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors.
• Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.

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.
• Advanced proficiency in English and French (spoken and written) is required.

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.

Key skills/competency

• Customer Relationship Management
• Customer Success Leadership
• Technical Relevance
• Account Management
• Solution Delivery
• Cloud Platforms
• IT Service Management
• Business Acumen
• Stakeholder Engagement
• Digital Transformation