Chief Customer Success Leader

1 week ago

Canberra, ACT, Australia beBeeLeadership Full time $171,406 - $234,511
Job Overview

The Customer Experience & Success organization focuses on empowering customers to accelerate business value through differentiated customer experiences, leveraging Microsoft's products and services.

This leadership role involves guiding a high-performing team of Customer Success Account Managers in various stages of career development, cloud adoption, portfolio and program management, cloud service management, and technology trends. The goal is to drive customer success through strategic planning, resource orchestration, and strong customer outcomes aligned with top priorities.

This position has direct people management responsibility for CSAMs, overall accountability for their team's end-to-end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders.

Main Responsibilities:
  • Customer Relationship Management: Develop relationships with key customers, partners, and internal contacts to further Microsoft's customer success goals.
  • Customer Success Leadership: Drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
  • Customer Insights and Opportunities: Cultivate a team culture that identifies and shares customer insights and opportunities with the Account Team and Support sellers to drive new opportunities for growth and consumption.
  • Customer Adoption and Active Usage: Coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.
  • Delivery and Program Management: Manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan, and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.

This role requires strong leadership, communication, and problem-solving skills, with a focus on driving customer success and growth.

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