Customer Success Account Manager

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 **Customer Success Account Manager (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 energized by helping customers succeed, navigating ambiguity, and orchestrating across diverse teams.

We believe in empowering every person and every organization to achieve more. At Microsoft, you’ll be part of a culture that values growth mindset, innovation, collaboration, and inclusion. Enjoy the flexibility to work remotely while making a real impact on customer success.

**Please note that this role is required to work ANZ Hours.**

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**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 (CSPs).
- 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.

**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.

**Qualifications**:
**Required Qualifications (RQs)**
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ year(s) experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management
- OR equivalent experience
- ** This position requires verification of Australian citizenship** due to citizenship-based legal restrictions applicable to the role and as a result, you will need to provide a valid passport to verify your citizenship.

**Preferred Qualifications (PQs)**
- Bachelor'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 equivalent experience
- 1+ year(s) 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