Customer Success Account Manager

The CSAM is an early-in-career Customer Success Account Manager who delivers standardized customer success outcomes spanning executive partnership, solution health, cloud adoption, and AI acceleration activities. These CSAMs act within a pod model.

Working under the direction of CSAMs and a M1 Manager, the CSAM operates within a defined pod covering a shared portfolio of accounts. The role contributes to portfolio-level intelligence, execution orchestration, and reactive signal aggregation - reducing context-switching for senior CSAMs and accelerating customer outcomes.

This is a talent-engine role: CSAMs are AI-first, customer-facing from month three, and grow through structured cohorts and community.

Responsibilities

Executive partnership and execution

• Execute standardized executive partnership, solution health, cloud adoption, and AI acceleration tasks under direct guidance from senior CSAMs or CSU leaders.

• Support agent and Copilot adoption motions across assigned pod accounts.

• Complete assigned activities accurately and on time; escalate exceptions rather than independently diagnose them.

Portfolio-level intelligence and preparation

• Maintain deep, current account context across the pod’s defined portfolio.

• Synthesize account signals into “what’s changed / what matters now”

• Detect risks, upcoming deliveries, upcoming milestones, and open threads.

• Detect portfolio patterns such as recurring blockers across multiple accounts.

Execution orchestration (not delivery)

• Track delivery and milestone progress with partners and CSAs on behalf of CSAMs.

• Map dependencies across workloads and milestones.

• Proactively flag drift before the customer raises it.

• Coordinate remediation follow-ups across internal teams.

Reactive signal aggregation

• Monitor reactive support signals - case volume, aging, repeat drivers - across the pod portfolio.

• Aggregate reactive trends into portfolio-level views and surface early warnings of escalation risk.

• Track follow-through on Support, IM, and Service Manager commitments; chase stalled internal owners.

• Distill reactive noise into CSAM-ready insights, not raw data.

Operating model

• Operate within a pod model covering a shared portfolio of accounts.

• Work under direct oversight of the M1 Manager and senior CSAMs assigned to the pod.

• Limit interactions to task execution and information capture; executive partnership and account governance is led by the senior CSAM.

Qualifications

Required Qualifications

• Bachelors in Technology (any specialization)

• 2-4 years of professional experience in program management, customer-facing operations, technology delivery, or analytics.

• Demonstrated comfort with AI tools and AI-first ways of working.

• Strong written and verbal communication in English.

Preferred Qualifications

• Coursework or experience in program management, technology, or business operations.

• Exposure to enterprise software, cloud platforms, or B2B customer success.

• Experience working in pod, squad, or matrixed team structures.

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.