Senior Customer Success Account Manager

Senior Customer Success Account Manager (CSAM)

The International Customer Success Organization (iCSU) manages multinational accounts, supporting our largest multinational customers in transforming their businesses through the strategic use of Microsoft products. iCSU is looking for a highly motivated and passionate Senior Customer Success Account Manager (CSAM) to drive program management for strategic customers that have a global, complex, cross-cloud digital footprint. As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot / Minimum Viable Product to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success. This role will be based in one of the following U.S. locations : St. Louis, Missouri; Cleveland, Ohio; Phoenix, AZ; Arlington, VA; Redmond, Seattle.

The Senior Customer Success Account Manager (CSAM) builds and executes shared plans with customers. In this role, you will manage customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. As a CSAM you will also enable customers to use their benefits effectively and will provide direction for other members of the Account Team to develop a deep understanding of their customer's business and technical objectives. The CSAM will set priorities for Microsoft to contribute to the customer's success in those areas and will plan the delivery of services to achieve success criteria for top priority solutions and workloads. Lastly, you will provide direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads and will develop and execute technical skilling plan to build technical expertise aligned with customer and business priorities.

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 :

• Develop and coach on engagement strategies for customers, partners, and internal stakeholders.
• Establish and enhance relationships with key stakeholders (internal and external) to ensure successful solution delivery.
• Expand relationships beyond current contracts by aligning Microsoft strategies with customer priorities.
• Strive to achieve "Trusted Advisor" status with key customer executives

Technical Relevance :

Customer Success Leadership :

Other :

Qualifications

Required / Minimum Qualifications :

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 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 equivalent experience.

3+ Years of multi-national account experience in customer success working with the customer stakeholders, including managing and unblocking technical deployments, leading technical orchestration, proactive and reactive support case management or related.

2+ years of experience with Microsoft Cloud Products (Azure, M365, Dynamics, etc) OR other Cloud technologies.

4+ years of customer success in any of the following : consultative / complex technical sales and deployment projects, architecture, design, implementation, and / or support of cloud based application.

Other Requirements :

Microsoft is unable to sponsor a work visa for this role due to the nature of the role's job duties.

Preferred Qualifications :

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 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 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.

Leadership : Effective communication skills, executive presence, and confidence in varying customer situations. Ability to lead teams comprised of Microsoft, Partner, and Customer resources.

Relationship Building : Demonstrated success in building relationships with senior customer executives in large or highly strategic accounts. Ability to manage various stakeholder relationships and get consensus on solutions / engagements.

Program Management : Excellent skills in planning, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail. Accountable for the development and execution of a cross-cloud consumption plan and operational health of customer solutions.

Collaboration and Communication : Demonstrated success in driving decisions collaboratively, resolving conflicts, and ensuring follow-through. Effective presentation skills and comfort with both large and small audiences and various levels of management.

Technical Acumen : Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred. Knowledge of market trends and competitive insights preferred. Understanding of partner ecosystems and ability to leverage partner solutions to solve customer needs preferred.

Customer Success Account Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year. Certain roles may be eligible for benefits and other compensation.

Microsoft will accept applications for the role until October 29, 2025. Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and / or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.