Customer Success Account Manager

The CSAM owns the customer's success plan end to end. The role translates business priorities — modernization, resilience, security, AI adoption — into a governed program of work that is delivered and measured. On the delivery side, this means keeping the support estate healthy, leading escalations and critical situations as the single point of contact for the customer's executives, and ensuring that technical recommendations turn into completed remediation rather than another report. The measure is not activity: it is whether the customer realized real value, and whether that value is evidenced.

As a project and program manager, the CSAM is accountable for executing everything that was promised. They define scope with the sponsors, break the roadmap into engagements with named owners and dates, protect the critical path, and escalate early when a dependency slips. Two disciplines separate real execution from status reporting: risk management with an owner, an impact statement and a mitigation date, reviewed in the same forum every month; and a single source of truth, so that the customer and the internal team read the same milestone plan and the same view of progress — meetings shift to making decisions instead of reconciling competing versions of reality.

On the commercial side, the CSAM sustains the value narrative that justifies renewal and continued investment. They connect consumption of the contracted commitments (Unified, MACC) to the outcomes delivered, shape the renewal strategy months in advance, identify and qualify expansion opportunities from what they see in the customer's environment, and hand them to the account team with the technical context and sponsorship already mapped. The CSAM does not close the deal alone, but they build the credibility and the pipeline without which it does not happen — well-executed delivery is the strongest commercial argument there is.

1. Service Delivery

• Own and maintain the customer's success plan and delivery roadmap, refreshed with the sponsors at least quarterly.
• Act as the single accountable point of contact for critical escalations: drive the internal bridge, communicate business impact to executives, and own the post-incident review through to preventive action.
• Govern technical health — reactive support trends, recurring problem management, resilience and security readiness — and drive remediation to closure.
• Prepare the customer's environment ahead of critical business events (peak season, go-lives, regulatory deadlines).
• Drive adoption and consumption of the committed workloads, and evidence the value delivered in customer-accepted terms.

2. Project and Program Management

• Define scope, objectives and acceptance criteria for every engagement in the account, with named owners and dates.
• Sequence the roadmap against the customer's business calendar and protect the critical path across all workstreams.
• Maintain a live risk and issue register: each item with an owner, a quantified impact and a mitigation date, reviewed on a fixed monthly cadence.
• Run the governance model — operational reviews, steering forums and executive business reviews — with a clear responsibility split (RACI) between the customer, the account team and delivery resources.
• Produce a single source of truth for status, milestones, consumption and realized outcomes; report it monthly and consolidate it quarterly.
• Coordinate delivery resources and partners, including quality of handover, onboarding and backup coverage.

3. Commercial and Sales Contribution

• Own the renewal strategy and the value narrative that supports it, built months ahead of the contract date.
• Track consumption against contracted commitments (Unified, MACC) and act early on under-consumption risk.
• Identify, qualify and hand off expansion opportunities to the account team with technical context and sponsorship already mapped.
• Support negotiation with usage data, delivery evidence and business-outcome framing for executive stakeholders.
• Map and grow the stakeholder network, from IT operations to C-level, and protect executive sponsorship of the program.
• Document compliance and risk positions formally where the customer operates unsupported or out-of-policy solutions.

4. Cross-Cutting

• Keep internal systems and trackers current so account status, pipeline and delivery health are always reportable.
• Share learnings, escalation patterns and reusable assets with the wider CSAM team.

Required/minimum qualifications

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.