The Customer Success Account Manager (CSAM) is the primary delivery leader and trusted advisor for strategic customers, driving value realization across Microsoft’s Digital Cloud platforms. This role combines technical expertise, business acumen, and industry insights to orchestrate end-to-end customer success—from pre-sales through post-sales delivery—while aligning Microsoft solutions to customer priorities.

As part of the International Customer Success Unit (iCSU), the CSAM brings scale, agility, and cross-solution coverage to global accounts in downstream international locations, ensuring a seamless customer experience across functional and geographic boundaries. The CSAM builds strong executive relationships, leads strategic planning, and ensures operational health through proactive engagement and resource orchestration.

This position requires fluency in Spanish and English (Portuguese is a plus) and offers a hybrid work model with weekly client visits and team meetings on-site at MS Office in Mexico City. This role is flexible in that you can work up to (50% to 75%) from home.

• Customer Relationship Management: You will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues.

• Customer Success Leadership and Customer Strategy and Growth: You will listen to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account.
• You will align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.

• Customer Success leadership - Delivery and program Management: You will support the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• You will initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. Adopts the organizational and customer success strategy and ensure you align Microsoft technology and services with the customer goals and objectives.
• You will meet consumption milestones as you track adoption and usage of Microsoft products and services, work with customers to identify areas where adoption could be improved and takes action to drive usage while you develop and leverage an
• understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.

Required/minimum 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 role requires proficiency in written, reading, and conversational Spanish and English.

Additional or 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
• 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

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.