Customer Success Account Manager

<b>Overview</b><br><div><div><p><span>The </span><span>CSAM (IC1)</span><span> is an early-in-career Customer Success Account Manager who supports the delivery of standardised customer success activities across </span><span>Customer Health, Cloud Adoption, AI Transformation and Unified Success</span><span>. </span><span> </span></p></div><div><p><span>Working alongside more experienced CSAMs who lead executive customer relationships and overall account strategy, the CSAM IC1 contributes to the successful execution and orchestration of agreed customer success priorities and activities. </span><span> </span></p></div><div><p><span>Reporting to an M1 Manager, the CSAM IC1 operates as part of a defined pod or industry team supporting a shared portfolio of customers. The role provides an opportunity to build customer success capability and experience while contributing to measurable customer outcomes across Customer Health, accelerating Cloud Adoption, AI Transformation, and the health and growth of customers’ Unified Success engagements.</span><span> </span></p></div><p> </p></div><br><br><b>Responsibilities</b><br><div><div> </div><div> </div><div><p><span>Success Plan Execution</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Customer Success Planning:</span><span> Support customers across three core Customer Success Plan priorities: </span><span>Customer Health, Cloud Acceleration and AI Transformation</span><span>. The scope and depth of each plan will vary according to the customer’s needs, priorities and maturity.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Plan Execution and Co-ordination:</span><span> Support the execution, co-ordination and ongoing management of activities within Customer Success Plans, working under the guidance of experienced CSAMs and management.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Delivery Excellence:</span><span> Complete assigned activities accurately and within agreed timescales, proactively raising risks, blockers or exceptions and seeking appropriate guidance where required.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Milestone and Delivery Tracking:</span><span> Support experienced CSAMs in tracking delivery progress, milestones, insights and actions across engagements involving ISD, partners, CSAs and other members of the customer virtual team.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Virtual Team Orchestration:</span><span> Help co-ordinate and bring together relevant virtual teams to maintain alignment, address customer health concerns and support remediation or acceleration activities.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Progressive Unified Ownership:</span><span> As capability and experience develop, the CSAM will take increasing ownership of Unified activities, including bookings, scoping conversations and value capture. The expectation is that, by approximately three months in role, the CSAM will begin to take a more leading role in these activities with appropriate support and guidance</span><span> </span></p></li></ul></div><div><p><span>Portfolio-level intelligence and preparation</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>AI-Powered Account Insights:</span><span> Leverage AI and available account signals to identify and summarise actionable insights to experienced CSAMs.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Delivery and Milestone Visibility:</span><span> Maintain visibility of upcoming customer deliveries, including resourcing, bookings, scoping activities and key milestones. Ensure relevant account information and progress updates are accurately captured and maintained.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Develop Account Understanding:</span><span> Build knowledge and context across the assigned customer portfolio over time, enabling increasingly valuable insights and recommendations to support customer success priorities.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Customer Meeting Planning:</span><span> Apply a strong, structured planning approach to support experienced CSAMs in preparing for customer meetings.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Identify Trends and Themes:</span><span> Analyse information across the portfolio to highlight recurring themes, risks, blockers or opportunities that may require remediation, escalation or acceleration.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Progressive Customer Engagement:</span><span> Support the preparation of customer meetings through relevant insights and materials. As capability and experience develop, and under the guidance of an experienced CSAM, take increasing ownership of defined customer-facing activities, such as standard scoping calls and delivery of standard customer presentations.</span><span> </span></p></li></ul></div></div><div><div><ul style="list-style-type: disc;"><li><p><span>Customer Success Insights:</span><span> Consolidate relevant data and insights to support customer conversations across the core Customer Success Plan priorities: </span><span> </span></p></li></ul></div><div><ul style="list-style-type: circle;"><li><p><span>Customer Health:</span><span> product retirements, service alerts and relevant reactive insights.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: circle;"><li><p><span>Cloud Acceleration:</span><span> delivery progress, milestones, identify risks and acceleration opportunities.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: circle;"><li><p><span>AI Transformation:</span><span> programme updates, adoption and usage insights, and progress against agreed AI priorities.</span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><span>Operating model</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>The CSAM will work across a defined portfolio of customer accounts, aligned where possible by industry and team, providing the opportunity to progressively build industry expertise and a strong understanding of customer priorities.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Reporting to an M1 Manager, the CSAM will receive ongoing guidance, coaching and support as they build their customer success capabilities and take on increasing responsibility.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>The role will work in partnership with experienced CSAMs who retain ownership of customer strategy and key customer relationships. Depending on the portfolio, the CSAM may partner with several experienced CSAMs, providing exposure to different customers, scenarios and approaches while developing towards greater ownership over time.</span><span> </span></p></li></ul></div><div><p><span>Example Activities</span><span> </span></p></div><div><p><span>Activities below are illustrative, not exhaustive. </span><span> </span></p></div><div><p><span>Strengthen Customer Health</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Maintain a clear view of high-priority customer health recommendations across the aligned portfolio, identifying key offerings that can support agreed follow-up actions.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Consolidate insights and prepare materials to support customer health conversations and meetings </span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Maintain awareness of priority product retirements, end-of-support considerations and associated risks across the portfolio, together with the relevant customer follow-up actions and available offerings.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Synthesise incident and service information to identify recurring patterns, themes and potential systemic drivers</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Support preparation for internal and customer-facing Customer Health plan reviews, ensuring plans, insights, recommendations and actions are accurate and up to date.</span><span> </span></p></li></ul></div><div><p><span>Accelerate Cloud Adoption</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Support the tracking of Unified deliveries and associated customer value, maintaining visibility of progress, actions and outcomes.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Track customer milestones, maintain accurate milestone notes and work with experienced CSAMs to ensure appropriate MSX data quality and hygiene.</span><span> </span></p></li></ul></div></div><div><div><ul style="list-style-type: disc;"><li><p><span>Where agreed with the experienced CSAM, proactively gather insights and progress updates from delivery partners, CSAs and other virtual team members relating to deliveries, milestones and Customer Success Plan activities.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Consolidate delivery and milestone insights to support internal and customer-facing Cloud Acceleration plan reviews, highlighting progress, risks, blockers and areas requiring action.</span><span> </span></p></li></ul></div><div><p><span>Advance AI Transformation</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Support the tracking of AI Transformation milestones and agreed activities, maintaining accurate and timely updates and working with experienced CSAMs to ensure appropriate MSX data quality and hygiene.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Gather relevant insights and progress updates from delivery partners, CSAs and other virtual team members to provide visibility of progress against agreed AI Transformation priorities.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Consolidate programme, adoption and milestone insights to support AI Transformation plan reviews and customer conversations.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Support preparation for internal and customer-facing meetings, ensuring relevant progress, insights, risks and agreed next actions are clearly represented.</span><span> </span></p></li></ul></div><div><p><span>Unified Growth and Health</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Develop the capability to independently manage standard Unified operational activities, including submitting resource booking requests, dispatching Success Programmes and supporting scoping activities.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Within approximately three months, and subject to appropriate experience and readiness, take increasing ownership of standard scoping calls, clearly capturing customer objectives, intended outcomes and value.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Support the proactive management of Unified consumption and contract health, working with experienced CSAMs and relevant teams to address areas such as over-consumption, package utilisation and SKU changes to maximise customer value and support RBI attainment.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Capture and maintain evidence of the value delivered through Unified, ensuring outcomes and supporting evidence are accurately recorded.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Consolidate Unified value and outcome insights into clear materials that support executive-level customer value conversations, working alongside experienced CSAMs.</span><span> </span></p></li></ul></div></div><br><br><b>Qualifications</b><br><div><div><p><strong><span>Required</span><span> </span></strong></p></div><div><ul style="list-style-type: disc;"><li><p><span>Bachelor’s degree in any discipline, or equivalent relevant experience gained through employment, apprenticeships, internships or other early-career pathways.</span><span> </span></p></li><li><span>Legally authorised to work in the United Kingdom to be eligible for this role (Legally authorised = has citizenship or has been granted a valid visa or work permit)</span></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Typically, 2 years of professional experience, which may include customer-facing roles, programme or project management, technology delivery, or other relevant experience.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Demonstrated confidence in using AI tools and AI-first ways of working to support productivity, insight generation, communication and day-to-day activities.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Strong written and verbal communication skills in English, with the ability to communicate clearly and confidently with a range of stakeholders.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Effective presentation and collaboration skills, with a willingness to learn, seek feedback and build confidence in customer-facing environments.</span><span> </span></p></li></ul></div></div><div><div><p><strong><span>Preferred</span><span> </span></strong></p></div><div><ul style="list-style-type: disc;"><li><p><span>Coursework, qualifications or practical experience in programme or project management, business operations, customer success or sales. </span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Exposure to enterprise technology or software solutions, cloud platforms, customer success, or large-scale technology and transformation programmes.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Experience working collaboratively across cross-functional or matrixed teams, bringing together different stakeholders to support shared priorities and outcomes.</span><span> </span></p></li></ul></div><div><p><strong><span><span>What </span><span>Success Looks Like in Year One</span></span><span> </span></strong></p></div><div><ul style="list-style-type: disc;"><li><p><span>Develop towards customer-facing responsibility within the first three months, initially leading defined activities such as standard scoping calls, and progressively taking ownership of standardised customer presentations and conversations.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Within the first year, build strong customer and portfolio knowledge and demonstrate readiness to independently own a broader range of internal and customer-facing activities.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Consistently deliver accurate, timely and high-quality contributions across Customer Success Plans, milestone and activity management, insights and customer meeting preparation.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Demonstrates measurable contribution to customer success by helping accelerate key KPIs and drive progress against the priority success metrics for the assigned customer portfolio</span><span> </span></p></li></ul><p> </p><p><span>#EiP #MCAPs</span></p></div></div> <br><br><p>Customer Success Account Mgmt IC1 - The typical base pay range for this role across United Kingdom is £ 36,600.00 - £ 49,400.00 per year. Certain roles may be eligible for benefits and other compensation. </p><p></p> <p>Find additional benefits and pay information here:<br><a href="https://careers.microsoft.com/v2/global/en/corporate-pay/united-kingdom-corporate-pay.html">https://careers.microsoft.com/v2/global/en/corporate-pay/united-kingdom-corporate-pay.html</a></p><br><p>This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.</p><br><hr><br><p>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 <a href="https://careers.microsoft.com/v2/global/en/accessibility.html"><b><u>requesting accommodations.</u></b></a></p>