Principal Customer Success Account Manager

Overview

A Principal CSAM is a senior customer success leader responsible for driving strategic customer outcomes, accelerating cloud and AI adoption, and ensuring long-term customer health and value realization across enterprise accounts. The role acts as the trusted advisor to senior customer stakeholders while orchestrating Microsoft’s full capabilities to deliver measurable business impact.

Responsibilities

• Strategic Customer Leadership: Own the end-to-end customer success strategy, aligning Microsoft solutions to customer business priorities and driving executive engagement and trust.
• Customer Health & Value Realization: Lead customer health, security, resiliency, and operational excellence while proactively preventing risks and managing critical situations.
• Consumption & Growth: Drive Azure and AI consumption growth by identifying expansion opportunities, accelerating adoption, and ensuring delivery of committed outcomes. 
• Orchestration & Delivery Excellence: Orchestrate cross-functional teams (CSA, partners, delivery, sales) to execute high-quality, outcome-driven engagements and Customer Success Plans. 
• Trusted Advisory & AI Leadership: Act as a strategic advisor on digital transformation and AI, guiding customers through adoption journeys and aligning technology to business value. 
• Business Ownership & Influence: Operate with strong business accountability—balancing customer success, consumption targets, and long-term partnership growth.

Role Characteristics

• Operates at executive level with customers and Microsoft leadership
• Drives complex, multi-workload, multi-country engagements
• Balances strategy, operations, and delivery oversight
• Acts as a multiplier for team impact and customer success outcomes

Qualifications

• Experience & Leadership: Extensive experience in enterprise customer success, account management, or consulting roles, with proven ability to engage and influence C-level stakeholders and lead complex, strategic accounts.
• Customer Success & Business Acumen: Strong track record of driving customer outcomes, consumption growth, and long-term partnerships, with the ability to translate business priorities into actionable technology strategies.
• Technical Depth & AI Fluency: Solid understanding of cloud platforms (Azure), data, security, and AI/Copilot solutions, with the ability to lead architectural conversations alongside technical teams and guide adoption strategies.
• Orchestration & Program Management: Demonstrated ability to orchestrate cross-functional teams (CSA, partners, support, sales) and manage end-to-end delivery of large-scale, multi-workload programs.
• Customer Health & Risk Management: Experience driving customer health, resiliency, and security outcomes, including proactive risk mitigation and crisis/incident management.
• Execution Excellence: Strong operational discipline with the ability to drive execution against consumption targets, customer success plans, and measurable KPIs. 
• Collaboration & Influence: Proven ability to work across ‘One Microsoft’, influencing stakeholders across sales, engineering, and partners to deliver unified customer outcomes. 
• Growth Mindset & Continuous Learning: Commitment to continuous improvement, skilling in emerging technologies (AI, Copilot), and modeling Microsoft’s culture of accountability, collaboration, and customer obsession.

Required/minimum qualifications

• 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.

Additional or preferred qualifications

• 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 customer industry.
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
• Project Management Institute (PMI) or equivalent Project Management certification.

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.