Microsoft

Customer Success Account Manager

Microsoft • $130K — $251K *
Chicago, IL 60629In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in relevant field and 6+ years in customer success or related experience, OR Master's Degree and 4+ years in relevant experience
  • Preferred: Bachelor's Degree and 12+ years in customer success or related experience, OR Master's Degree and 10+ years in relevant experience
  • 5+ years relevant industry experience
  • 3+ years people management experience
  • 3+ years experience managing a consumption portfolio, with PMI or equivalent certification preferred
  • Experience in healthcare and life sciences is a plus.

Responsibilities

  • Lead relationship management efforts to align customer success goals with Microsoft objectives.
  • Drive strategic conversations with customers to connect their needs with Microsoft services.
  • Cultivate a team culture that leverages customer insights for business growth.
  • Coach teams on customer adoption and usage of Microsoft products, ensuring alignment with success plans.
  • Manage program planning and execution, meeting stakeholder expectations through effective customer outreach.
  • Stay updated on technical trends and insights relevant to Microsoft and the customer success community.
  • Empower team growth through strategic coaching, modeling behaviors, and fostering a supportive environment.

Benefits

  • Flexible work model allowing for up to 100% remote work.
  • Travel opportunities up to 25% depending on customer portfolio.
  • Empowerment through leadership training and development.
  • Opportunities to work with diverse teams and high-profile customers.
Full Job Description
Overview

As a Customer Success Account Management (CSAM) Manager, you lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth!

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 by leading a team through a coach, model, care framework driving strategic planning and the orchestration of delivery resources 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. This role is flexible in that you can work up to 100% from home.

Responsibilities
  • Customer Relationship Management - You will lead by example to proactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts.
  • Customer Success leadership - Customer Strategy and Growth - You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
  • You will develop a team culture identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.
  • Customer Success Leadership and Consumption Leadership - You 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.
  • Customer Success Leadership - Delivery and Program Management - You will manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan , and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
  • Technical Relevance - You will stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
  • You will deliver success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people.


Qualifications

Required Qualifications :
  • Bachelor'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 Master'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

Preferred Qualifications:
  • 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 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
  • 5+ years relevant work experience within customer industry
  • 3+ year(s) people management experience
  • 3+ year(s) experience managing a consumption portfolio
    • Project Management Institute (PMI) or equivalent Project Management certification
    • Prosci or equivalent certification
  • Experience in healthcare and life sciences; people management experience.

Customer Success Account Mgmt M5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 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 $165,600 - $272,300 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

Microsoft Careers

Join Microsoft today and be part of a company that values innovation, leadership, and diversity in its workforce. As a global leader in technology and digital transformation, Microsoft offers unparalleled job opportunities that propel your career to new heights.

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Career growth at Microsoft is about more than climbing the corporate ladder; it's about continuous learning, expanding your skills, and improving your capabilities. With access to various leadership and training programs, you can evolve as a professional and make a significant impact within the company and on the global stage.

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Our hiring process is designed to identify true potential. Starting with a review of your resume, followed by interviews that assess your problem-solving abilities and cultural fit, we ensure that all candidates have a fair chance to demonstrate their strengths and potential to contribute to our team.

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Join Our Team

If you're ready to take on exciting challenges and make a difference in the world of technology, explore the job opportunities at Microsoft. Search for open positions that match your skills and interests, and prepare to embark on a rewarding career path filled with innovation and opportunities for personal and professional growth.

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Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Enterprise Technology
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ
MSFT
* Ladders Estimates

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