Overview

Microsoft Customer & Partner Solutions accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise, AI-powered solutions, and differentiated go-to-market execution, we help customers move from innovation to transformation while creating sustainable growth opportunities. We differentiate through value creation, delivering world-class customer experiences that accelerate adoption, strengthen loyalty, and enable customers to achieve meaningful business outcomes in the AI era.

As a Customer Success Account Management (CSAM) Manager, you lead a team of Customer Success Account Managers responsible for delivering customer outcomes, business growth, and long-term customer success across a complex portfolio of accounts. You create alignment between customer priorities, Microsoft strategies, and execution plans by driving disciplined business management, strengthening executive relationships, and enabling consistent, high-quality customer engagement practices.

You are accountable for delivering predictable customer and business outcomes by leading executive engagement, driving portfolio performance, fostering cross-functional collaboration, and developing a high-performing organization. Through coaching, inspection, and strategic guidance, you empower your team to navigate complexity, prioritize effectively, and deliver measurable impact across customer health, cloud adoption, and AI transformation initiatives. You serve as a trusted advisor to customers, partners, and Microsoft stakeholders, helping align investments and resources to accelerate customer value realization and business results.

This opportunity will allow you to deepen organizational leadership capabilities, influence strategy across a broader business scope, and develop future leaders while helping customers realize transformational outcomes through Microsoft technologies and services.

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

• Lead a team of Customer Success Account Managers to deliver customer outcomes and business results across a diverse portfolio by strengthening customer health, accelerating cloud adoption, and advancing AI transformation.
• Own portfolio performance by establishing business rhythms, inspecting execution, identifying risks and opportunities, and driving accountability for customer, operational, and business outcomes.
• Build and maintain trusted relationships with senior customer stakeholders and executives, providing strategic guidance, aligning priorities, and helping customers achieve measurable business value through Microsoft investments.
• Influence and coordinate cross-functional teams across Microsoft and partner ecosystems to align resources, remove barriers, and deliver integrated customer success strategies at scale.
• Develop a high-performing organization through coaching, succession planning, talent development, and inclusive leadership practices that strengthen team capability, engagement, and readiness for future opportunities.
• Define and reinforce standards for execution quality across customer success planning, governance, customer engagement, and value realization practices, driving consistency and continuous improvement across the portfolio.
• Champion AI adoption, continuous learning, and operational excellence by modeling effective behaviors, leveraging data-driven insights, and scaling successful practices that improve customer and business outcomes.

Qualifications

Required Qualifications (RQs)

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 15+ 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 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience

Preferred Qualifications (PQs)

• 10+ years relevant work experience within customer industry, especially banking
• 5+ year(s) people management experience
• 5+ year(s) experience managing a consumption portfolio
  • Project Management Institute (PMI) or equivalent Project Management certification
  • Prosci or equivalent certification

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.