Manager, Customer Success Account Management (CSAM)

Manager, Customer Success Account Management

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.

As a Manager, Customer Success Account Management (CSAM) you lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development delivering on customer cloud health and adoption, cloud service management, customer relationship management, and customer success leadership. This is an exciting role that will help fuel customer success through your leadership with customers, and the teams that you empower!

This role has direct people management responsibility for CSAM's, has overall accountability for their team's end-to-end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders. Through their team the CSAM Manager is responsible for driving a repeatable and predictable business through customer engagement, strong business and team management, and by leading a team through a coach, model, care framework to drive strong customer outcomes aligned to their top priorities. This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio.

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

Customer Engagement : You will build strategic customer relationships that delivery value and proactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts.

Customer Success Leadership : You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.

Cross-Team Collaboration : You will develop a team culture by partnering effectively across Microsoft for a 'One Microsoft' experience, identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.

Team Leadership : You will develop high-performing teams with execution discipline, focused on providing clear expectations and continuous growth opportunities, creating the capability needed to drive exceptional customer outcomes and achieve business results.

Business Management : You will run strong business management rhythms and governance to ensure predictable business outcomes and will coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.

You will achieve success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people.

Qualifications

Required Qualifications (RQs)

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 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 equivalent experience.

3+ years of experience in people management.

Other Requirements :

Microsoft is unable to sponsor a work visa for this role due to the nature of the role's job duties.

Preferred Qualifications (PQs)

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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR equivalent experience.

5+ years relevant work experience within customer industry.

3+ years people management experience.

3+ years experience managing a consumption portfolio. Project Management Institute (PMI) or equivalent Project Management certification. Prosci or equivalent certification.

Customer Success Account Mgmt M4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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.