Customer Success Account Manager

Microsoft is seeking a Customer Success Account Manager to join their U.S. Public Sector Industries Defense Industrial Base team. The role involves leading customer success strategy and execution for complex DIB customers, building relationships, and ensuring customers realize the full value of their Microsoft investments.

Responsibilities:

• Build and coach engagement strategies across customer, partner, and internal stakeholder ecosystems
• Develop and support executive level relationships with customer technical, business, and mission leaders
• Expand relationships beyond existing support engagements by leading outcome based conversations aligned to customer priorities
• Influence and challenge senior internal stakeholders to align resources and actions to customer needs
• Partner with Account Teams to co-own customer success plans and contribute to integrated account strategies
• Lead the strategic execution of customer success planning, program governance, and customer facing reviews
• Orchestrate Microsoft delivery resources to drive adoption, accelerate value realization, and improve customer operational health
• Proactively identify, monitor, and mitigate actual and potential blockers to consumption using data insights and customer feedback
• Lead escalation management and communications for complex delivery challenges, ensuring clarity, accountability, and resolution
• Hold accountability for consumption milestones, adoption outcomes, retention, and long term customer health
• Understand and align Microsoft solutions and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and mission priorities
• Identify complex customer scenarios (e.g., multi-cloud, ISV, partner-led, global subsidiaries) and collaborate with technical specialists to architect solutions
• Leverage knowledge of customer platforms and Microsoft’s roadmap to enable secure digital transformation
• Strengthen Microsoft’s competitive position by articulating platform value relative to point solutions
• Drive disciplined execution through structured planning, prioritization, and predictable delivery
• Partner across sales, engineering, support, and partners to ensure consistent customer experience and outcomes
• Use data, telemetry, and feedback loops to inform decision-making and continuous improvement
• Model Microsoft’s culture and values while operating with integrity, accountability, and customer obsession

Requirements:

• Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years of experience in customer success, solution delivery, practice management, customer‑facing consulting, or portfolio management OR Bachelor's Degree in a related field AND 4+ years of relevant experience OR Equivalent experience
• Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter
• Accelerating Consumption, Usage, and Value Realization
• Driving Customer Health and Operational Excellence
• Executive Relationship Building and Influence
• Data Analysis and Insight Driven Decision Making
• Business Acumen and Financial Literacy
• Consultative Engagement and Stakeholder Orchestration
• Negotiation, Storytelling, and Executive Communication
• Active U.S. Security Clearance preferred; must be able to obtain and maintain a U.S. Security Clearance to meet customer and legal requirements
• 3+ years of experience working within the customer's industry
• Microsoft or equivalent cloud certifications (e.g., Azure, Microsoft 365, AWS)
• ITIL Foundation, PMI, and/or Prosci certification