Senior Customer Success Account Manager

Melbourne, Victoria, Australia

Date posted

Sep 24, 2025

Job number

1880778

Work site

3 days / week in-office

Travel

0-25%

Role type

Individual Contributor

Profession

Customer Success

Discipline

Customer Success Account Mgmt

Employment type

Full-Time

At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry's most significant investments. Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation. SME&C is more than a sales organization—it's a culture of innovation, opportunity, and inclusivity. Here, you'll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do.

If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how SME&C can be the next step in your career. Together, we are shaping the future of business.

Azure is the most comprehensive, innovative and flexible cloud platform today and Microsoft is seeking talented professionals that will drive customer cloud adoption within the most important companies in the market. We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other's ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

As a CSAM, you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes. Check out the CSAM role in the Customer Success Unit at Microsoft Be ready to make impact This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

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.

Required Qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• 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

• 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 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 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

Key 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.

Charateristics 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.
• Experience with manufacturing industry and ERP systems is an added advantage.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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Industry leading healthcare

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Educational resources

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Discounts on products and services

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Savings and investments

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Maternity and paternity leave

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Generous time away

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Giving programs

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Opportunities to network and connect

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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.