Senior Customer Success Account Manager

Overview

In this role you guide strategic customers as the primary delivery lead, driving value realization across Microsoft’s cloud platforms. You’ll align goals with customer initiatives, orchestrate global and local delivery, and mitigate risks to ensure outcomes. You’ll work with cross‑functional teams to accelerate cloud adoption and AI-enabled transformation. This is a mission-driven role focused on scalable delivery, customer health, and continuous learning in a global context.

Responsibilities

• Build trusted relationships with key stakeholders and maintain outcome-based Customer Success Plans linked to account priorities
• Lead delivery reviews to align stakeholders on progress, risks and value realized
• Represent downstream markets in global account teams, localizing global strategies
• Lead solution health activities to ensure deployed technology meets business requirements and improve resiliency and security
• Drive cloud adoption by overseeing investments and acceleration programs to convert commitments into outcomes
• Advance AI transformation by prioritizing AI and Copilot use cases and embedding them into Customer Success Plans
• Orchestrate delivery across Microsoft, partner and ISD teams, leveraging Success Management Services at scale
• Maintain an active development plan and share best practices within the CSU community

Key requirements

• Bachelor’s or Master’s degree in Business, Social Sciences, Computer Science or related field or equivalent experience
• Several years of customer success, solution delivery, or portfolio management experience with large multinational or global accounts
• Microsoft or competitor certification in relevant technologies (e.g., Azure, Microsoft 365)
• ITIL Foundation or equivalent service management certification
• PMI or equivalent Project Management certification
• Prosci or equivalent certification

• Relationship building
• Strategic thinking
• Cross-functional collaboration
• Azure
• Microsoft 365
• ITIL Foundation

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