Customer Success Account Manager (CSAM)

About the role

The Customer Success Account Manager (CSAM) is the primary post‑sales success lead and trusted advisor for strategic enterprise customers. You will connect the customer’s digital strategy with Microsoft technology, ensuring solutions deliver measurable business value, sustained adoption, and continuous evolution.

Key responsibilities

• Build and sustain trusted relationships with executives, business leaders, technology teams, and operational stakeholders.
• Define, refresh, and execute the Customer Success Plan, translating business needs into adoption and value‑generation initiatives.
• Drive adoption, usage, and expansion of Microsoft cloud and AI solutions, helping customers identify relevant AI use cases.
• Orchestrate planning, prioritisation, tracking, and execution of customer success programs across internal teams, partners, and customer stakeholders.
• Monitor customer health, identify risks, and lead mitigation plans before issues escalate.
• Mobilise Microsoft resources, technical specialists, partners, and commercial teams toward common outcomes.
• Lead executive‑focused conversations, communicating progress, risks, opportunities, and recommendations.

Required profile

• Master’s degree in Business, Sociology, Psychology, Computer Science, or related field + 3+ years of relevant experience, OR Bachelor’s degree + 4+ years, OR equivalent experience.
• Proven experience in customer success, solution delivery, practice management, consulting, or portfolio management.
• Strong understanding of cloud and artificial‑intelligence technologies.

Required skills

• Working knowledge of cloud technologies.
• Working knowledge of artificial intelligence.