Senior Principal Customer Success Account Manager

Job Description

Overview

As a Senior Principal Customer Success Account Manager, you play a pivotal leadership role within the customer account team, guiding value creation and driving meaningful business outcomes for our customers.

In this senior account leadership position, you shape and coach best practices for engaging customers, partners, and internal stakeholders.

You build and sustain strategic relationships across technical, business, and executive levels—both within customer organisations and with partners. By synthesising insights from your team and industry perspectives, you align customer business and IT objectives with Microsoft’s cross‑cloud capabilities and solutions.

You lead impactful conversations that clearly demonstrate how Microsoft’s portfolio supports customer goals. Working closely with key stakeholders and executives, you design and deliver strategic roadmaps, oversee programme planning, prioritise engagements, and influence expectations to achieve agreed outcomes and ongoing customer success.

Through data analysis and customer feedback, you proactively identify, track, and resolve blockers to adoption and value realisation, continuously refining approaches to accelerate success.

Responsibilities

As a Customer Success Account Manager, you will:

• Build and nurture strategic relationships with key customer stakeholders, partners, and internal teams, guiding conversations to achieve customer business objectives and maximize their investment in Microsoft.
• Lead business value discussions at executive levels, coach others in effective communication, and orchestrate solution delivery across diverse teams.
• Develop and execute Customer Success Plans (CSPs), proactively identifying and resolving blockers to product adoption and consumption, and drive business growth strategies.
• Partner with customers to understand their business priorities, optimize usage, and deliver ongoing success through strategic program planning and review.
• Align Microsoft’s cross-cloud solutions (e.g., Azure, Modern Work, Dynamics) to accelerate customer digital transformation, leveraging deep industry and technical expertise.
• Evangelize Microsoft’s technology roadmap, challenge customer thinking, and drive transformation towards modern digital approaches.

Qualifications

The skills and capabilities required for this role are:

• Change Management: Defines and implements procedures or technologies to adapt to, control, and influence change in the environment.
• Creativity: Applies ingenuity and imagination to design and construct inclusive products, services, or initiatives.
• Data Analysis: Gathers and analyzes information from various sources to draw conclusions and generate solutions that add value to business strategies.
• Decision Making: Makes informed decisions quickly in fast-paced environments by diagnosing issues and evaluating alternatives and trade-offs.
• Executive Relationships: Confidently interacts with senior leaders, addresses concerns, and maintains professionalism in high-pressure situations.
• Influencing for Impact: Acts as a trusted advisor, collaborates across teams, and leverages networks to achieve impactful outcomes.
• Problem Solving: Identifies problems, evaluates options, and implements effective solutions.
• Championing Company Messaging: Advocates for the brand by crafting clear, persuasive narratives that reinforce the company’s mission and values.
• Driving Customer Health Excellence: Proactively improves customer health outcomes by leveraging resources and focusing on operational excellence.
• Maximizing Delivery Excellence: Leads customer success planning, orchestrates resources, and ensures quality standards throughout delivery.

Required/Minimum Qualifications

• Master's degree in business, Sociology, Psychology, Computer Science, or related field, with strong and proven customer success experience, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR Bachelor's degree in business, Sociology, Psychology, Computer Science or related field, with strong and proven customer success experience, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR equivalent experience.

Additional or Preferred Qualifications

• Strong and proven experience within customer industry.
• Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions
• Relevant professional certifications e.g.
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
• Project Management Institute (PMI) or equivalent certification.
• Prosci or equivalent Change Management certification.

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

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.