Customer Success Account Manager Manager (CSAM Manager)

Overview

As a Customer Success Account Manager Manager (CSAM Manager), you will lead a team of Customer Success Account Managers responsible for driving customer success, cloud and AI adoption, business value realisation, support excellence, and long-term customer growth across a portfolio of strategic customers.

You will create clarity, generate energy, and deliver success through a high-performing team that helps customers achieve their business outcomes while maximising the value of their Microsoft investments. Working across Sales, Customer Success, Engineering, Support and Partner organisations, you will drive a customer-centric culture focused on measurable outcomes, proactive engagement and operational excellence.

This role requires an experienced people leader who can coach and develop talent, influence executive stakeholders, orchestrate cross-functional collaboration, and scale customer success through disciplined execution and leadership.

Responsibilities

Lead and Develop a High-Performing Team

• Recruit, coach, develop and retain a diverse team of Customer Success Account Managers.
• Build a culture of accountability, inclusion, growth mindset and customer obsession.
• Conduct performance coaching, talent reviews, succession planning and career development activities.
• Empower team members to operate strategically with customers while delivering measurable business outcomes.

Deliver Customer Success and Business Outcomes

• Ensure customers realise value from Microsoft Cloud, AI and Support investments.
• Drive customer adoption, consumption growth, operational excellence and business transformation outcomes.
• Lead customer success strategies that align customer goals with Microsoft capabilities.
• Champion value realisation and outcome-based engagement motions across the customer lifecycle.

Drive Renewal Health and Long-Term Customer Value

• Ensure teams proactively engage customers to maximise support and success investments.
• Drive renewal readiness, customer satisfaction and ongoing value delivery.
• Foster trusted executive relationships that strengthen customer confidence and long-term partnerships.
• Remove organisational blockers that impact customer success and business outcomes.

Orchestrate One Microsoft Execution

• Partner across Sales, Technical Specialists, Solution Architects, Support Engineering and Partners to deliver an integrated customer experience.
• Drive alignment across stakeholders to accelerate customer outcomes and successful transformation programmes.
• Promote collaboration across cloud workloads and solution areas to maximise customer value.

Deliver Operational Excellence

• Establish clear rhythms of business and accountability frameworks.
• Use data-driven insights to monitor customer health, business performance and team effectiveness.
• Drive disciplined execution of customer success plans, governance, risk management and strategic account planning.
• Identify opportunities for continuous improvement and scale effective practices across the organisation.

Model Leadership Excellence

• Demonstrate Microsoft's leadership principles through creating clarity, generating energy and delivering success.
• Foster an environment where people can do meaningful work, grow their capabilities, and reach their full potential.
• Drive employee engagement and organisational health through authentic leadership and coaching.

Qualifications

Qualifications

Required 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.

• Significant experience leading customer-facing technology, customer success, consulting, services or support organisations in the Federal Goverment territory
• Demonstrated success building and leading high-performing teams.
• Experience developing trusted relationships with executive-level customer stakeholders.
• Proven ability to drive business outcomes through strategic planning, customer engagement and organisational influence.
• Effective communication, coaching, and stakeholder engagement skills, with the ability to collaborate and build trusted relationships with a wide range of stakeholders.
• Experience leading complex, cross-functional initiatives involving multiple stakeholders.
• This position requires verification of Australian Citizenship due to citizenship based legal restrictions. Specifically, this position supports federal, state and /or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

Preferred Qualifications

• Experience in Customer Success, Enterprise Support, Professional Services or Cloud Solutions.
• Understanding of cloud adoption, AI transformation, change management and value realisation methodologies.
• Knowledge of Microsoft technologies, cloud platforms and enterprise transformation strategies.
• Experience with account planning, portfolio management and customer lifecycle management.

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.