Customer Success Account Management Manager at Microsoft

Overview

• As a Customer Success Account Management (CSAM) Manager, you lead a team of Customer Success Account Managers responsible for delivering customer outcomes, business growth, and long-term customer success across a complex portfolio of accounts. You create alignment between customer priorities, Microsoft strategies, and execution plans by driving disciplined business management, strengthening executive relationships, and enabling consistent, high-quality customer engagement practices.
• You are accountable for delivering predictable customer and business outcomes by leading executive engagement, driving portfolio performance, fostering cross-functional collaboration, and developing a high-performing organization. Through coaching, inspection, and strategic guidance, you empower your team to navigate complexity, prioritize effectively, and deliver measurable impact across customer health, cloud adoption, and AI transformation initiatives. You serve as a trusted advisor to customers, partners, and Microsoft stakeholders, helping align investments and resources to accelerate customer value realization and business results.
• This opportunity will allow you to deepen organizational leadership capabilities, influence strategy across a broader business scope, and develop future leaders while helping customers realize transformational outcomes through Microsoft technologies and services.

Responsibilities

• Lead a team of Customer Success Account Managers to deliver customer outcomes and business results across a diverse portfolio by strengthening customer health, accelerating cloud adoption, and advancing AI transformation.
• Own portfolio performance by establishing business rhythms, inspecting execution, identifying risks and opportunities, and driving accountability for customer, operational, and business outcomes.
• Build and maintain trusted relationships with senior customer stakeholders and executives, providing strategic guidance, aligning priorities, and helping customers achieve measurable business value through Microsoft investments.
• Influence and coordinate cross-functional teams across Microsoft and partner ecosystems to align resources, remove barriers, and deliver integrated customer success strategies at scale.
• Develop a high-performing organization through coaching, succession planning, talent development, and inclusive leadership practices that strengthen team capability, engagement, and readiness for future opportunities.
• Define and reinforce standards for execution quality across customer success planning, governance, customer engagement, and value realization practices, driving consistency and continuous improvement across the portfolio.
• Champion AI adoption, continuous learning, and operational excellence by modeling effective behaviors, leveraging data-driven insights, and scaling successful practices that improve customer and business outcomes.

Qualifications
Required Qualifications (RQs):

• 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 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience or equivalent experience.

Preferred Qualifications (PQs):

• 10+ years relevant work experience within customer industry, especially banking
• 5+ year(s) people management experience
• 5+ year(s) experience managing a consumption portfolio
  • Project Management Institute (PMI) or equivalent Project Management certification
  • Prosci or equivalent certification.