Customer Success Account Manager

Microsoft•De, DE

9h•Hybrid

About The Position

The Customer Success Account Manager (CSAM) is the primary delivery lead and a partner for strategic enterprise customers, helping them achieve business outcomes and realize value from Microsoft’s digital cloud products and services. The role uses technical expertise, business acumen, and industry perspectives to lead end-to-end post-sales delivery and coordinate support across Microsoft and partner teams, bringing the right resources together at the right time. The CSAM supports customer relationships, aligns customer objectives with Microsoft’s portfolio and account priorities, and helps develop Customer Success Plans and bookable programs of work. The position supports program planning and customer-facing reviews, prioritizes engagements, and works with technical stakeholders to address agreed customer outcomes. It also tracks adoption and usage, identifies opportunities to improve consumption and retention, and takes action to support customer success. The role can be performed from home up to 50%–75% of the time and requires 25%–50% travel.

Requirements

Bachelor’s degree in Business, Sociology, Psychology, Computer Science, or a related field.
Professional experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.
German proficiency at a minimum C1 level.
English proficiency at a minimum B1/B2 level.
Willingness to travel 25%–50%.

Nice To Haves

Work experience in the customer’s industry, particularly automotive.
Experience in requirements engineering and translating customer business objectives into clearly defined deliverables.
Microsoft or equivalent competitor certification (for example, AWS) in relevant technologies such as Azure, Microsoft 365, or Security.
Knowledge of modern cloud delivery and operation methodologies such as DevOps, SAFe, or Scrum.

Responsibilities

Support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health, working with account team leaders and under guidance from experienced colleagues.
Listen to customer conversations and begin aligning customer objectives with the current Microsoft portfolio of work in the account.
Align Customer Success Plans with account plan priorities and develop bookable programs of work in coordination with the account team.
Support program planning and customer-facing program reviews, prioritize engagements, and engage key technical stakeholders to address customer outcomes and account priorities.
Initiate customer conversations connecting their objectives with the current Microsoft portfolio of work in the account.
Align Microsoft technology and services with customer goals and objectives in accordance with organizational and customer success strategies.
Track adoption and usage of Microsoft products and services, meet consumption milestones, identify opportunities to improve adoption, and take action to drive usage.
Use an understanding of retention and churn across the customer portfolio to begin identifying potential retention risks.