Customer Success Account Manager

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As a Customer Success Account Manager (CSAM) for Major Growth accounts, you are the primary customer-facing leader responsible for driving the success of some of Microsoft’s most dynamic and fastest-growing customers. These accounts span both the Public Sector and Enterprise Commercial segments, requiring a programmatic, scalable approach to customer success across a large, multi-industry territory. Your mission is to accelerate customer value realisation and cloud adoption at scale, orchestrating resources and programmes across diverse customer types. You will partner with account teams to align territory and consumption plans, deliver at pace, and ensure customers achieve their business outcomes through Microsoft cloud solutions.

Required Qualifications:

• Degree in Engineering, Information Technology, or a related field.
• Experience in customer success, account management, service management, consulting, or portfolio management, ideally with exposure to high-growth or multi-industry customer segments.
• Demonstrated experience managing a large, diverse portfolio of customers using programmatic, data-driven approaches.
• Proven ability to drive outcomes at scale, leveraging automation, digital engagement, and territory planning.
• Experience in incident management, cross-team orchestration, and delivering at pace in agile environments.

Preferred Qualifications:

• Strong understanding of Microsoft Cloud (Azure, M365) and AI platforms.

Note: There is no relocation budget for this role.

• Programmatic Territory Management: Develop and execute a territory-wide customer success strategy, leveraging data and automation to manage a large, multi-industry portfolio across both Public Sector and Enterprise Commercial customers. Prioritise accounts and activities based on growth potential, risk, and customer needs, ensuring efficient coverage and impact at scale.
• Customer Relationship Management: Build and nurture relationships with key stakeholders across your patch, enabling quality solution planning, delivery execution, and governance. Adapt engagement models to suit the agility and pace of Major Growth accounts in both segments.
• Customer Strategy and Growth: Partner with account and specialist teams to drive strategic conversations, aligning customer objectives with Microsoft’s goals. Identify and capitalise on opportunities for expansion, cross-sell, and upsell across your territory.
• Consumption Leadership at Scale: Lead the delivery of Microsoft solutions, orchestrating internal and partner resources to accelerate cloud adoption and usage across multiple accounts. Use programmatic motions and digital touchpoints to drive consistent outcomes.
• Delivery and Programme Management: Oversee programme planning and customer-facing reviews at scale, managing stakeholders to address agreed outcomes and account priorities. Implement best practices for delivery excellence and operational health across your territory.
• Customer Health and Success: Proactively monitor and manage customer health across your portfolio, using telemetry and structured programmes to identify risks, drive remediation, and ensure customer satisfaction and retention.
• Technical Relevance: Maintain broad technical competency across Microsoft solution areas to provide credible advice and connect customer business goals to Microsoft technologies.
• Agility and Innovation: Embrace a growth mindset, continuously adapting to the evolving needs of Major Growth accounts and leveraging new tools, processes, and insights to deliver value at scale.