Job Description

Overview

Step 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.

Qualifications

Required/Minimum Qualifications

• Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor'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.
• Experience building and maintaining relationships with senior customer executives in large, complex or strategically important accounts.
• Experience managing cross-functional stakeholder relationships and building alignment around customer solutions, programmes or engagements.
• Experience planning and managing a portfolio of customer engagements, including cross-team collaboration, resource coordination, communication and progress tracking.

Preferred Qualifications

• 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 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 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.
• Experience with cloud and hybrid technology environments, including Microsoft Azure, Modern Work, Dynamics 365, Security or related platforms.
• Demonstrated ability to influence strategic decisions, constructively challenge customer thinking and build consensus across executive, business and technical stakeholders.
• Strong communication and presentation skills, with the ability to work effectively with both technical and non-technical audiences.

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.