Customer Success Account Manager

Microsoft•In, IN

23h

About The Position

The Customer Success Account Manager (CSAM) is an early-career, AI-first role that delivers standardized customer success outcomes across executive partnership, solution health, cloud adoption, and AI acceleration. The CSAM works within a pod model, supporting a shared portfolio of accounts under the direction of senior CSAMs and an M1 Manager. The role contributes portfolio-level intelligence, execution orchestration, and reactive signal aggregation to reduce context-switching for senior CSAMs and accelerate customer outcomes. CSAMs are customer-facing from month three and develop through structured cohorts and community. The position operates under direct oversight from the M1 Manager and senior CSAMs assigned to the pod. Interactions are focused on task execution and information capture; executive partnership and account governance remain led by the senior CSAM. The role is open for a minimum of five days, with applications accepted on an ongoing basis until filled.

Requirements

Bachelor’s degree in Technology, in any specialization.
2–4 years of professional experience in program management, customer-facing operations, technology delivery, or analytics.
Demonstrated comfort with AI tools and AI-first ways of working.
Strong written and verbal communication skills in English.

Nice To Haves

Coursework or experience in program management, technology, or business operations.
Exposure to enterprise software, cloud platforms, or B2B customer success.
Experience working in pod, squad, or matrixed team structures.

Responsibilities

Carry out standardized executive partnership, solution health, cloud adoption, and AI acceleration tasks under direct guidance from senior CSAMs or CSU leaders.
Support agent and Copilot adoption activities across assigned pod accounts.
Complete assigned activities accurately and on time, escalating exceptions rather than independently diagnosing them.
Maintain deep, current account context across the pod’s defined portfolio.
Synthesize account signals into concise insights about what has changed and what matters now.
Identify risks, upcoming deliveries and milestones, open threads, and recurring blockers across multiple accounts.
Track delivery and milestone progress with partners and CSAs on behalf of CSAMs.
Map dependencies across workloads and milestones, flag schedule or execution drift proactively, and coordinate remediation follow-ups across internal teams.
Monitor reactive support signals, including case volume, aging, and repeat drivers, across the pod portfolio.
Aggregate reactive trends into portfolio-level views and surface early warnings of escalation risk.
Track follow-through on Support, IM, and Service Manager commitments and follow up with stalled internal owners.
Distill reactive activity into actionable insights for CSAMs rather than providing raw data.