Principal Customer Success Account Manager (CSAM)

Microsoft helps customers achieve business outcomes through technology, cloud, and AI solutions. The Principal Customer Success Account Manager serves as a strategic advisor to complex financial services customers, building executive partnerships and guiding customer success, cloud adoption, and AI transformation strategies. The role orchestrates cross-functional teams, manages enterprise programs and risks, and drives measurable business value across global and regulated environments.

Responsibilities:

• Establish executive-level partnerships with CIOs, CTOs, CISOs, business-unit leaders, and other senior stakeholders, aligning customer priorities with Microsoft strategies, capabilities, investments, and transformation opportunities
• Own long-range Customer Success Planning and governance for major, complex, or global enterprise accounts, establishing strategic outcomes, success measures, executive business reviews, and coordinated delivery rhythms that enable durable value realization
• Lead enterprise-wide cloud, data, security, digital workplace, and AI transformation initiatives across multiple workstreams, business units, technologies, and geographies, using structured program-management practices to maintain accountability and accelerate delivery
• Drive strategic execution across Microsoft sales, engineering, product, support, consulting, partners, and customer teams, leading through influence to align stakeholders, resolve barriers, and deliver integrated outcomes across complex ecosystems
• Influence adoption of Success Management Services and Success Programs to strengthen customer health, accelerate adoption, and support measurable outcomes such as consumption, renewals, expansion, productivity, risk reduction, and operational resilience
• Anticipate and address business, technical, organizational, compliance, and governance risks while guiding stakeholders through ambiguity, service challenges, competing priorities, and executive escalations, including recovery plans through resolution
• Contribute to broader organizational success by coaching and mentoring others, sharing best practices and reusable knowledge, and leading virtual teams and strategic initiatives that elevate customer success execution
• Embody our Culture & Values

Requirements:

• 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
• 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 financial services or another highly regulated customer industry, with demonstrated executive presence and experience advising senior business and technology leaders
• Demonstrated leadership of enterprise cloud or digital transformation programs involving Microsoft Azure, Microsoft 365, AWS, data, cybersecurity, or AI, with measurable outcomes for large, complex, or global organizations
• Experience leading complex programs and virtual teams across functions and geographies
• Microsoft or competitor equivalent certification in relevant technologies, ITIL Foundation or equivalent service management certification, PMI or equivalent project management certification, Prosci or equivalent certification, or another relevant technical certification is preferred