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.

As a 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. This role is flexible in that you can work up to (50%- 75%) from home.

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 Strategy & Relationship Management

• Build and maintain trusted relationships with customer stakeholders and technical professionals
• .Align customer objectives with Microsoft’s portfolio through Customer Success Plans (CSPs).
• Drive adoption, usage, and value realisation across Microsoft’s Cloud platforms.
  
  

Delivery Orchestration

• Lead post-sales delivery planning and execution.
• Coordinate cross-functional v-teams to align resources with customer outcomes.
• Conduct customer-facing program reviews and prioritise engagements for strategic impact.
  
  

Business Development & Growth

• Hunt for new opportunities within customer accounts to expand Microsoft’s footprint.
• Use strong business acumen to qualify opportunities, understand budget cycles, and articulate value.Identify whitespace and growth areas, initiate strategic conversations, and convert insights into action.
• Track consumption milestones, address adoption blockers, and drive expansion through proactive engagement.
• Opportunity creation and growth are key success indicators for this role.
  
  

Leadership & Communication

• Demonstrate executive presence and adapt communication style from boardroom to backroom.
• Model Microsoft’s cultural attributes of respect, integrity, accountability, and inclusion.
• Collaborate with account teams and contribute to shared goals through strategic planning and execution.
  
  

Characteristics of a successful CSAM

• Proven experience in customer success, delivery management, or cloud transformation roles.
• Strong business development mindset with a passion for uncovering and pursuing new opportunities.
• Technical fluency to hold level 100 conversations across Microsoft’s product portfolio.
• Resilient and adaptable, with the ability to manage competing priorities and drive outcomes.
• Experience engaging with senior executives and technical stakeholders.
• Familiarity with IT Service Management and cloud adoption frameworks.
• Strategic thinking and empathetic planning skills.
  
  

Qualifications

Required Qualifications (RQs)

• 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
  

Preferred Qualifications (PQs)

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 15+ 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 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR equivalent experience
• 7+ 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.