Job Description
Customer Success Account Manager (CSAM)
Join Microsoft’s Customer Success Unit—a global team of over 17,000 professionals—dedicated to accelerating business value through differentiated customer experiences. As a CSAM, you’ll be the primary delivery lead and strategic partner for customers, driving real outcomes through Microsoft’s cloud technologies and services.
This is a fast-paced, customer-facing role focused on solving complex business challenges. You’ll thrive if you’re energised by helping customers succeed, navigating ambiguity, and orchestrating across diverse teams.
It is important to note that this role is required to work ANZ Hours.
Responsibilities
Key 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.
- 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.
Qualifications
- Bachelor’s degree in Business, Information Technology, Computer Science, or a related field, or equivalent practical experience
- Proven experience in customer success, service delivery, or account management in a technology or cloud environment
- Experience building and managing relationships with business and technical stakeholders
- Strong communication skills with the ability to translate technical concepts into business outcomes
- Ability to work across cross-functional teams to deliver coordinated customer outcomes
- Organisational and prioritisation skills to manage multiple customers and competing demands
Qualifications
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.
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.
