Customer Success Account Mgmt

About the job
As a Customer Success Account Manager (CSAM), you will be the trusted customer-facing leader responsible for helping enterprise customers realize measurable business value from their investments. You will combine strong program management, account management, commercial awareness, technical credibility, and reactive support leadership to drive successful customer outcomes.
You will orchestrate the company, partner, and customer resources across the full post-sales lifecycle, translating customer priorities into structured success plans, adoption and consumption outcomes, healthy cloud environments, effective support experiences, and long-term growth opportunities.

Responsibilities

• Customer success and value realization: Own Customer Success Plans aligned to the customer’s business priorities, measurable success criteria, adoption, consumption, operational health, and targeted outcomes.
• Program management: Establish clear program governance, integrated plans, milestones, dependencies, owners, risks, actions, issues, and decisions. Drive execution across multiple workstreams and hold stakeholders accountable for timely delivery.
• Account management and sales partnership: Develop a deep understanding of the customer’s business, industry, technology strategy, commercial commitments, and stakeholder landscape. Partner with account and specialist teams to protect renewals, strengthen relationships, identify expansion opportunities, and connect delivered value to future investments.
• Technical leadership: Maintain broad technical fluency across cloud, AI, data, security, business applications, and modern work. Translate technical topics into business impact, challenge delivery approaches constructively, and bring the right specialists into complex customer situations.
• Reactive support management: Lead the customer experience during critical support situations. Establish clear incident governance, align technical responders and business stakeholders, maintain an effective communication cadence, manage expectations, escalate appropriately, and ensure actions continue through service recovery and follow-through.
• Cloud and AI adoption: Accelerate adoption, usage, and consumption across Azure, 365, Copilot, agents, security, data, and business applications, connecting technology usage to measurable customer outcomes.
• Customer health and resilience: Proactively identify risks affecting service health, adoption, consumption, resiliency, security, or customer confidence. Orchestrate prevention, remediation, optimization, and readiness activities.
• Delivery excellence: Drive committed milestones to completion, manage blockers and cross-team dependencies, and ensure customer, the company, and partner responsibilities are clear and actively managed.
• Executive and operational governance: Lead Customer Success Delivery Reviews and contribute to executive and quarterly business reviews with concise, outcome-led reporting on value, progress, health, risks, support, and next steps.
• Growth and expansion: Use customer insights, support patterns, health signals, adoption data, and delivered outcomes to identify adjacent workloads and new opportunities for customer value.
• One orchestration: Bring together sales, technical, engineering, support, delivery, specialist, and partner teams so the customer experiences one coordinated team.

Qualifications

• Bachelor's degree in Business, Computer Science, Engineering, Information Technology, or a related field, or equivalent experience.
• Strong experience in customer success, account management, enterprise program management, technical service delivery, consulting, or a related customer-facing technology role.
• Demonstrated ability to manage complex programs involving multiple workstreams, senior stakeholders, dependencies, risks, and competing priorities.
• Strong account-management and commercial mindset, including experience building trusted relationships, understanding customer strategy, supporting renewal or growth conversations, and identifying opportunities based on customer value.
• Broad technical understanding of cloud platforms and enterprise technology, with the ability to engage credibly with technical and business stakeholders.
• Experience managing high-impact reactive support situations, service incidents, or customer escalations with calm leadership, disciplined communication, and clear accountability.
• Ability to translate technical programs and service-health topics into business impact, decisions, and executive-level communication.
• Strong stakeholder management, negotiation, influencing, and conflict-resolution skills across organizational boundaries.
• Excellent written and verbal communication skills, including executive presentations and concise status reporting.
• Data-driven approach to measuring progress, value realization, adoption, consumption, customer health, and delivery outcomes.
• Ability to operate effectively in ambiguity, prioritize across multiple customer demands, and maintain momentum in complex or high-pressure situations.

Preferred Qualifications

• Master of Business Administration (MBA) is a plus.
• Experience with Azure, 365, Copilot and agents, security, data and AI, Dynamics 365, Power Platform, or comparable enterprise cloud technologies.
• Experience working with enterprise support, service management, incident management, cloud operations, or mission-critical environments.
• Relevant cloud, technical, program-management, service-management, or customer-success certifications.
• Experience working with global virtual teams, system integrators, managed service providers, and technology partners.
• Strong business acumen and understanding of technology adoption, cloud consumption, customer lifecycle management, and value realization.

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