Customer Success Account Management Leader- CTJ - Top Secret

Microsoft is a global technology company that provides cloud, AI, security, and productivity solutions. The Customer Success Account Management Leader will lead a multi-manager organization serving U.S. Federal customers, develop leaders, manage executive relationships, and drive secure cloud and AI adoption. The role is accountable for customer success strategy, delivery excellence, risk management, consumption growth, and mission outcomes.

Responsibilities:

• People Leadership — lead at scale through your team. Deliver success through empowerment and accountability by modeling, coaching, and caring: set the vision and objectives for your organization, develop and coach your CSAM Managers, enable success across boundaries, and invest in the growth of leaders and individual contributors alike. Attract, retain, and grow diverse U.S. Federal customer-success talent
• Executive Relationship Management. Lead by example by owning the most senior operational and executive relationships with key federal customer, partner, and internal stakeholders—ensuring agencies realize planned value, anticipating and managing escalations, and deepening relationships to advance mission outcomes and identify opportunities for broader adoption
• Customer Success Strategy and Growth. Coach your teams to develop and deliver strategic roadmaps with agency executives, prioritize engagements aligned to agreed-upon mission outcomes and account priorities, and connect Microsoft’s Azure, AI, and Copilot portfolio to secure modernization, data transformation, workforce productivity, and mission resilience
• Delivery Excellence and Risk Management. Guide your organization to anticipate, identify, and mitigate customer blockers and delivery risks by mobilizing Microsoft resources and building executable programs of work; Act decisively on delivery performance gaps, require corrective action, and ensure predictable execution at scale
• Consumption and Value Realization. Mobilize resources to accelerate secure adoption and active usage of Microsoft cloud and AI services, maximize retention, minimize churn, and deliver durable consumption growth across the U.S. Federal portfolio while holding teams accountable for consumption pipeline conversion, and forecast accuracy
• Technical Relevance. Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Directs customers on, coaches team members on and stays current with industry and Microsoft technical insights through consultation with leadership, the Customer Success community, peers, partners, and customer stakeholders. Advises U.S. Federal customers on Microsoft technology trends and direction, illustrating advantages over Microsoft's competition. Maintaining a deep understanding of the Federal landscape, evolving technology trends, and rapid shifts in AI within the government is necessary to provide guidance across customer, partner and internal teams

Requirements:

• Master's Degree in Business Management, Engineering, Computer Science, or related field AND 6+ years customer success, technology leadership, consulting/ professional services, product strategy, business leadership, or sales experience
  • OR Bachelor's Degree in Business, Computer Science or related field AND 8+ years customer success, technology leadership, consulting/ professional services, product strategy, business leadership, or sales experience
  • OR equivalent experience
• The successful candidate must have an active U.S. Government Top Secret Security Clearance
• Citizenship & Citizenship Verification:** This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance
• 8+ years of engineering and/or technology experience (e.g., technology field, Services, Consultant, Solution Sales, Technical Sales, system integrators, developer, project manager, sales)
• Master's Degree in Business Managment, Engineering, Computer Science, or related field AND 14+ years customer success, technology leadership, consulting/ professional services, product strategy, business leadership, or sales experience
  • OR Bachelor's Degree in Business, Computer Science or related field AND 16+ years customer success, technology leadership, consulting/ professional services, product strategy, business leadership, or sales experience
  • OR equivalent experience
• 7+ years people management experience, including as a manager of managers
• 4+ years experience in professional services, customer success, sales, and/or customer service
• 4+ years experience in complex project management and/or customer account management (e.g., leading/orchestrating virtual teams)
• Experience serving Federal Government customers
• Experience leading strategic cloud, AI, security, or digital transformation organizations
• Understanding of enterprise technology buying cycles and executive engagement
• Experience developing leaders and building high-performing teams