Microsoft Customer & Partner Solutions accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise, AI-powered solutions, and differentiated go-to-market execution, we help customers move from innovation to transformation while creating sustainable growth opportunities. We differentiate through value creation, delivering world-class customer experiences that accelerate adoption, strengthen loyalty, and enable customers to achieve meaningful business outcomes in the AI era.
As a Director of Customer Success Account Management, you lead a team of ~15 Customer Success Account Managers (CSAM) responsible for delivering customer outcomes, business growth, and long-term customer success across a complex portfolio of accounts. You will create alignment between customer priorities, Microsoft strategies, and execution plans by driving disciplined business management, strengthening executive relationships, and enabling consistent, high-quality customer engagement practices. You will be accountable for delivering predictable customer and business outcomes by leading executive engagement, driving portfolio performance, fostering cross-functional collaboration, and developing a high-performing organization. Through coaching, inspection, and strategic guidance, you will empower your team to navigate complexity, prioritize effectively, and deliver measurable impact across customer health, cloud adoption, and AI transformation initiatives. You will serve as a trusted advisor to customers, partners, and Microsoft stakeholders, helping align investments and resources to accelerate customer value realization and business results.
This opportunity will allow you to deepen organizational leadership capabilities, influence strategy across a broader business scope, and develop future leaders while helping customers realize transformational outcomes through Microsoft technologies and services.
This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio. Candidates in Eastern or Central US time zones will be prioritize.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Lead a team of Customer Success Account Managers to deliver customer outcomes and business results across a diverse portfolio by strengthening customer health, accelerating cloud adoption, and advancing AI transformation.
Own portfolio performance by establishing business rhythms, inspecting execution, identifying risks and opportunities, and driving accountability for customer, operational, and business outcomes.
Build and maintain trusted relationships with customer stakeholders and executives, providing strategic guidance, aligning priorities, and helping customers achieve measurable business value through Microsoft investments.
Influence and coordinate cross-functional teams across Microsoft and partner ecosystems to align resources, remove barriers, and deliver integrated customer success strategies at scale.
Develop a high-performing organization through coaching, succession planning, talent development, and inclusive leadership practices that strengthen team capability, engagement, and readiness for future opportunities.
Define and reinforce standards for execution quality across customer success planning, governance, customer engagement, and value realization practices, driving consistency and continuous improvement across the portfolio.
Champion AI adoption, continuous learning, and operational excellence by modeling effective behaviors, leveraging data-driven insights, and scaling successful practices that improve customer and business outcomes.
Qualifications
Required/minimum qualifications
- Master's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management) OR Bachelor's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management) OR equivalent experience.
- This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship
- Master's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management) OR Bachelor's Degree in Business, Engineering, Technology, or related field AND 8+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management) OR equivalent experience.
- 3+ years experience in change management and/or technology adoption.
- Experience managing teams of consultants or customer success professionals while building trusted, C-suite relationships across Strategic and Major enterprise accounts.
- Proven track record in pipeline and business management, including forecasting, governance, and coordinating resources across a portfolio of accounts.
- Experience in or passion for Life Sciences and Medical Technology, such as pharmaceuticals, biotechnology, or medical devices or healthcare distribution
Customer Success Account Mgmt M5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $272,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
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.
Microsoft Cambridge, Massachusetts, USA Office
255 Main Street, Cambridge, MA 02142, Cambridge, United States, 02142
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