Customer Account Manager

The Customer Success Account Manager (CSAM) is the primary delivery lead and trusted advisor for Microsoft's most strategic enterprise customers. In this role, you help customers get the most value from their Microsoft Cloud investment by leading the successful execution of their strategic and transformational initiatives.

You connect customer business outcomes with Microsoft solutions across Azure, Security, Modern Work and Dynamics. You also bring in the right mix of Microsoft and partner resources and ensure delivery excellence across the full post-sales lifecycle. By combining technical knowledge, delivery management, business acumen and industry insight, you help customers reach their goals while speeding up cloud adoption and consumption. Security and resiliency are part of everything you do.

This role is central to Microsoft's customer success strategy. It drives long-term customer satisfaction, operational health and measurable business impact.

Responsibilities

• Customer relationship management: Build trusted relationships with key customer technical, business and executive stakeholders, including partners. Work with Account Team leaders to define customer priorities and expand engagement beyond current Unified Support consumers.
• Customer success leadership and strategy: Align customer goals with Microsoft technology, with security as a core part of the strategy. Partner with the Account Team to link Customer Success Plans (CSPs) to account plan priorities and develop bookable programs of work.
• Program delivery and orchestration: Lead program planning, prioritize engagements and run program reviews with customers and internal teams. Manage stakeholder expectations to deliver agreed outcomes.
• Cloud adoption and consumption acceleration: Own consumption milestones. Use data and customer feedback to find and remove adoption blockers, including security and compliance risks.
• Customer health and retention: Monitor health and churn signals across your portfolio. Mitigate risks early to keep customers satisfied and growing their cloud use.
• Technical relevance: Match Microsoft solutions (Azure, Security, Modern Work, Dynamics) to customer needs. Work with technical specialists on complex scenarios such as ISV, cross-cloud and partner-led.
• Cross-functional collaboration: Coordinate Microsoft and partner resources to deliver measurable outcomes. Lead escalation management for delivery programs.
• Executive communication and advocacy: Represent the customer inside Microsoft. Lead business value conversations with executives and influence senior stakeholders.
• Continuous improvement: Apply Microsoft methods and best practices to deliver consistent, high-quality customer experiences.

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.
• Professional proficiency in English, with the ability to communicate effectively with customers, executives, and cross-functional stakeholders in both written and verbal business 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.