Customer Success Account Manager

The Customer Success Account Manager (CSAM) is responsible for helping customers realise business value from their Microsoft investments by connecting customer priorities with the appropriate Microsoft solutions, services and expertise.

The CSAM works across a portfolio of customers, collaborating with customer stakeholders, the Microsoft Account Team, partners and delivery teams to support customer outcomes across customer health, cloud consumption and usage, and delivery excellence.

At the IC3 career stage, the CSAM is developing greater independence in managing customer relationships and delivery, while leveraging the expertise and support of the wider Microsoft team when required.

The role supports Australia-based customers and is required to operate within the Australian timezone, maintaining Australian business hours to support effective customer engagement, delivery continuity and internal alignment.

This position is based in Malaysia, and applicants must have valid authorisation to work in Malaysia.

Customer Strategy, Experience & Outcomes

• Understand customer priorities and work with Account Team members to align Microsoft capabilities, services and delivery to those priorities.
• Establish and maintain effective stakeholder relationships and relationship maps, with support where required.
• Contribute to the development and ongoing management of Customer Success Plans aligned to identified customer priorities and desired outcomes.
• Actively participate in regular reviews of Customer Success Plans with customer stakeholders, establishing agreed measures of customer value.
• Use Customer Success Delivery Reviews to communicate progress, delivered value and important strategic topics.
• Respond to customer feedback and work with the appropriate teams to close the loop and strengthen the customer experience.

Consumption, Usage & Value Realisation

• Support customers in accelerating business outcomes through adoption, consumption and effective use of Microsoft cloud technologies.
• Apply disciplined milestone management and prioritisation, working to move committed milestones to completion on time and on target, including partner and internally delivered milestones.
• Work with Account Team members to understand consumption targets, commitments, current usage and pipeline and identify areas requiring attention.
• Identify deployed solutions and usage scenarios that have a significant impact on customer business outcomes and cloud consumption.
• Contribute to consumption and usage planning across customers, partners and Microsoft delivery teams.
• Identify opportunities to expand existing workloads by understanding the customer's priorities, environment and opportunities for AI adoption.
• Work collaboratively across Microsoft teams to demonstrate the value of Unified and identify opportunities to expand customer value.

Customer Health, Security & Resilience

• Develop the ability to independently identify opportunities to integrate security into customer conversations.
• Proactively support improvements in customer health, resilience, availability, security and cost effectiveness through Microsoft Customer Health and Success Programs.
• Work as an active member of the Microsoft Account Team to ensure customer health is reflected in customer plans and ongoing customer conversations.
• Identify reactive support trends and work with the appropriate Microsoft support and incident management resources to address them.
• Support customers in preparing for critical situations and, with appropriate support, take an active role during significant customer incidents.
• Help customers reduce risk and improve operational health through proactive rather than purely reactive engagement.

Delivery Excellence & Governance

• Identify customer priorities and outcomes across Unified, customer, partner and Microsoft-delivered engagements.
• Actively contribute to Customer Success Planning and Customer Success Delivery Reviews with customer stakeholders.
• Track in-progress, completed and strategic work and communicate progress and customer value through regular governance.
• Leverage Success Programs, the Delivery Centre and other scaled delivery resources where appropriate to accelerate customer value.
• Support oversight and governance of Microsoft-funded engagements in partnership with Account Team counterparts.
• Maintain strong operational discipline across customer planning, milestones, delivery and customer commitments.

AI Transformation

• Understand customers' AI priorities and identify opportunities where Microsoft AI capabilities can contribute to customer business outcomes.
• Support Account Team and customer conversations that accelerate adoption of AI across key solutions.
• Develop practical knowledge of Copilot and other AI technologies and apply that learning to customer conversations and day-to-day work.
• Continue building the technical, business and industry knowledge required to support customers through their AI transformation.

Collaboration, Learning & Community

• Work collaboratively across Microsoft sales, technical, support, delivery and partner teams to provide customers with a connected experience.
• Actively participate in local and global CSAM communities to learn best practices, seek guidance and share learnings.
• Continuously develop skills, particularly in AI, cloud technologies, customer success and relevant customer industries.
• Own an ongoing development plan that strengthens role proficiency and supports continued career growth.

Scope & Impact

• Manages a portfolio of customer relationships and delivery responsibilities, working with increasing independence while seeking support for more complex situations when required.
• Contributes directly to customer health, consumption and usage, customer experience and value realisation.
• Builds effective working relationships across customer stakeholders, Microsoft Account Teams, partners and delivery organisations.
• Balances customer priorities, delivery commitments, operational requirements and Microsoft business outcomes.
• Uses established Microsoft processes, resources and scale capabilities to deliver consistent customer outcomes.

Required Qualifications:

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
• Experience in customer success, account management, service delivery, technology consulting or another customer-facing role.
• Demonstrated ability to build effective relationships with business and technical stakeholders.
• Ability to understand customer priorities and connect technology, services and delivery activities to business outcomes.
• Strong communication, collaboration and organisational skills.
• Ability to operate effectively across cross-functional teams and work with multiple stakeholders.
• An interest in cloud technologies and AI, with a commitment to continued learning and skills development.
• Ability to work within the Australian timezone and consistently maintain Australian business hours.

Success in the role includes:

• Increasingly managing customer engagements and responsibilities independently, while recognising when support or specialist expertise is required.
• Consistently managing milestones and contributing to customer consumption, usage and delivery outcomes.
• Building an understanding of customer priorities, technology environments and stakeholder relationships.
• Identifying customer health, consumption, usage and AI opportunities and working with the Account Team to progress them.
• Communicating customer value and delivery progress through regular Customer Success Planning and Delivery Review rhythms.
• Demonstrating sound operational discipline and following through on customer and internal commitments.
• Collaborating effectively across Microsoft and contributing to the broader CSAM community.
• Continuously developing the technical, business, industry and AI knowledge required to increase impact and independence.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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.