Senior Customer Success Account Manager

Job Description

Senior Customer Success Account Manager | Microsoft

The Tone:
This is a role at Microsoft, located in USA, with flexibility to work up to 50% from home. Microsoft aims to empower customers in their digital transformation through Microsoft Cloud solutions and support. This role is crucial as a delivery leader within the account team, acting as a strategic partner to customers, and driving the successful realization of business outcomes. This opportunity offers accelerated career growth, the chance to apply delivery management skills, and deepen cloud and industry expertise.

The TL;DR
• Role: Full Time
• Location: Hybrid, USA
• Pay: $106400–$272300 yearly
• Team: Customer Success team, part of an account team structure.
• Mission: Lead the execution of Customer Success Contracts and orchestrate cross-functional programs to deliver customer value and enable transformational customer outcomes.
• Tech Stack: Azure, Modern Work, Dynamics, Microsoft Cloud solutions

What You’ll Actually Do
• Customer Engagement: Build and coach others on engagement strategies, fostering foundational relationships with key customer stakeholders, partners, and technical professionals, guiding conversations to define business outcomes and align Microsoft strategy with customer priorities.
• Strategic Planning & Alignment: Collaborate with the account team to develop comprehensive customer success plans, integrating Microsoft Cloud solutions (Azure, Modern Work, Dynamics) and technical capabilities to enable the customer’s digital transformation journeys.
• Program Management & Delivery: Lead the strategic execution of program planning, manage customer-facing program reviews, prioritize engagements, and oversee stakeholder expectations to ensure successful delivery against agreed-upon customer outcomes and account priorities.
• Operational Health & Issue Resolution: Proactively identify, monitor, and mitigate actual or potential blockers to consumption, leveraging Microsoft solutions and services, orchestrating delivery resources, and leading escalation management for customer accounts.
• Growth & Adoption Acceleration: Partner with customers to understand their business objectives, identify opportunities for growth, optimize usage, and drive product adoption, ensuring value realization to maximize retention and minimize churn.

The Must-Haves
• Background: Senior-level professional with a Master’s or Bachelor’s Degree in Business, Computer Science, Psychology, Sociology, or a related field, focusing on customer success, solution delivery, or portfolio management.
• Experience: 3-4+ years in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience, with a focus on managing customer accounts and orchestrating programs.
• Skills: Customer relationship management, program delivery management, strategic planning, stakeholder engagement, and an understanding of cloud technologies including Azure, Modern Work, and Dynamics.
• Bonus: Extensive experience (10-12+ years) in customer success or solution delivery, 5+ years within a customer industry, and certifications such as Microsoft Cloud (e.g., Azure, 365), ITIL Foundation, PMI, or Prosci.