Customer Success Account Manager

OverviewStep into a role where your ideas spark innovation and your impact is felt every day. As a Customer Success Account Manager, you play a pivotal role in helping customers realize the full value of their investments with Microsoft by orchestrating the right people, insights, and services at the right time. You work closely with customer stakeholders to understand their goals and challenges, ensuring that every engagement with Microsoft moves them closer to meaningful, measurable outcomes.

In this role, you bring together technical, business, and relationship skills to guide customers through their digital transformation journey. You connect their priorities to Microsoft solutions across cloud and modern work, proactively identifying risks, driving adoption, and promoting operational health. By aligning account plans, success plans, and delivery programs, you help customers achieve stronger security, resiliency, and long-term value from their Microsoft partnership. You collaborate across internal and external teams to remove blockers, surface opportunities for growth, and foster trusted, long-term relationships that support both customer success and Microsoft’s strategic objectives.

At Microsoft, our mission to empower every person and every organization on the planet to achieve more guides how we partner with customers to deliver trusted, impactful solutions. With a growth‑mindset culture, we innovate responsibly and measure success by shared progress, people, teams, and customers. Join us to do meaningful work that changes the world and helps shape what’s next for everyone.

Responsibilities

Build, maintain, and expand strong relationships with key customer stakeholders and technical professionals to enable high-quality, secure solution delivery and overall account health, orchestrating internal and external teams to support customer priorities.

Lead strategic program planning and customer-facing reviews, prioritizing engagements and managing stakeholder expectations to deliver on agreed customer outcomes, account priorities, and operational health.

Engage customers in business value and technology conversations that align Microsoft solutions and services to their goals, promoting security, resiliency, and digital transformation across cloud and modern work scenarios.

Partner with account teams to develop and execute customer success plans, linking them to broader account strategies and industry-specific transformation programs, and translating them into bookable programs of work.

Proactively identify, monitor, and mitigate blockers to customer consumption and adoption through data analysis and customer feedback, mobilizing resources to address issues and uncover new opportunities for growth, optimization, and retention.

Preferred QualificationsRequired/Minimum Qualifications

Education & Experience:

Master’s Degree in Business, Sociology, Psychology, Computer Science, or a related field AND 5+ years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management; OR

Bachelor’s Degree in Business, Sociology, Psychology, Computer Science, or a related field AND 6+ years of the aforementioned experience; OR equivalent practical experience.

Executive Relationship Management: Proven track record of building and sustaining relationships with senior executives in large, complex, or strategically important enterprise accounts.

Stakeholder Alignment: Demonstrated ability to manage cross-functional stakeholder relationships and secure consensus around customer solutions, programs, and engagements.

Portfolio & Program Management: Experience planning and overseeing a portfolio of customer engagements, encompassing cross-team collaboration, resource coordination, communication, and progress tracking.

Preferred Qualifications

Extended Experience:

Master’s Degree AND 6+ years of relevant experience; OR Bachelor’s Degree AND 8+ years of relevant experience; OR equivalent experience.

Industry Background: 3+ years of relevant work experience within the target customer industry.

Technical Certifications: Relevant certifications in cloud technologies from Microsoft or key competitors (e.g., Microsoft Azure, Microsoft 365, AWS).

Framework & Management Certifications:

Information Technology Infrastructure Library (ITIL) Foundation or equivalent service management certification.

Project Management Institute (PMI) or equivalent project management certification.

Prosci change management certification or equivalent.

Technical Proficiency: Hands-on experience working within cloud and hybrid technology environments, including Microsoft Azure, Modern Work, Dynamics 365, Security, or related platforms.

Strategic Influence: Demonstrated capability to influence strategic decisions, constructively challenge customer perspectives, and drive consensus across executive, business, and technical stakeholders.

Communication Skills: Exceptional communication and presentation abilities, with a proven knack for engaging effectively with both technical and non-technical audiences.