Microsoft Corporation
Manager, Customer Success Account Management (CSAM)
Microsoft Corporation, Redmond, Washington, United States, 98052
At Small Medium Enterprises and Channel (SME&C), we are leading a fast-growing, Aritifical Intelligence (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, performance-focused, 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 performance-focused 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, strategic business and team management, and by leading a team through a coach, model, care framework to drive customer-focused outcomes aligned to their top priorities.
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
CustomerEngagement: You willbuild strategic customer relationships that delivery value andproactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts.
Customer SuccessLeadership:You willdrive conversations with customers todemonstratealignment between customerobjectivesand the current Microsoft portfolio of work in the customer account.
Cross-TeamCollaboration:You will develop a team cultureby partnering effectively across Microsoft for a 'One Microsoft' experience,identifyingand sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities forgrowth and consumption.?
Team Leadership: You will develop performance-focused teams with execution discipline, focused on providing clear expectations and continuous growth opportunities, creating the capability needed to drive impactful customer outcomes and achieve business results.
Business Management:You willrun healthy business management rhythmsand governance to ensure predictable business outcomes and willcoach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes andobjectivesdefined within agreed-upon customer success plans.
You willachievesuccess through empowerment and accountability by modeling, coaching, and caringas well as attractingandretaining talent.
Other
Embody our culture (https://careers.microsoft.com/v2/global/en/culture) and values (https://www.microsoft.com/en-us/about) .
Qualifications
Required/minimum qualifications
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 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 equivalent experience.
3+ years of experience in people management.
Additional or preferred qualifications
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 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
Microsoft will accept applications and processes offers for these roles on an ongoing basis.
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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .
As a Manager, Customer Success Account Management (CSAM), you lead a performance-focused 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, strategic business and team management, and by leading a team through a coach, model, care framework to drive customer-focused outcomes aligned to their top priorities.
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
CustomerEngagement: You willbuild strategic customer relationships that delivery value andproactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts.
Customer SuccessLeadership:You willdrive conversations with customers todemonstratealignment between customerobjectivesand the current Microsoft portfolio of work in the customer account.
Cross-TeamCollaboration:You will develop a team cultureby partnering effectively across Microsoft for a 'One Microsoft' experience,identifyingand sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities forgrowth and consumption.?
Team Leadership: You will develop performance-focused teams with execution discipline, focused on providing clear expectations and continuous growth opportunities, creating the capability needed to drive impactful customer outcomes and achieve business results.
Business Management:You willrun healthy business management rhythmsand governance to ensure predictable business outcomes and willcoach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes andobjectivesdefined within agreed-upon customer success plans.
You willachievesuccess through empowerment and accountability by modeling, coaching, and caringas well as attractingandretaining talent.
Other
Embody our culture (https://careers.microsoft.com/v2/global/en/culture) and values (https://www.microsoft.com/en-us/about) .
Qualifications
Required/minimum qualifications
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 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 equivalent experience.
3+ years of experience in people management.
Additional or preferred qualifications
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 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
Microsoft will accept applications and processes offers for these roles on an ongoing basis.
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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .