Customer Success Manager - Azure

SHI International•Austin, TX

6d•Hybrid

About The Position

The Customer Success Manager (CSM) - Azure is a solution-selling and customer lifecycle role responsible for driving Azure CSP retention, adoption, and growth by aligning Microsoft cloud capabilities, SHI services, and customer business outcomes. This role owns the ongoing Azure customer experience across an assigned portfolio of accounts, proactively identifying opportunities to improve cloud maturity, optimize spend, reduce operational risk, expand service adoption, and build long-term Azure roadmaps. Working closely with sales, technical specialists, services, support, partner teams, and customer stakeholders, the Azure CSM leads outcome-driven conversations that connect customer priorities to Azure solutions, SHI services, Microsoft programs, and measurable business value. Success in this role is measured by Azure customer retention, Azure Consumed Revenue (ACR) and CSP growth, adoption of Azure services and programs, customer engagement quality, QBR execution, roadmap creation, and the ability to consistently convert customer needs into actionable cloud outcomes.

Requirements

Strong digital fluency with Microsoft 365, Dynamics CRM, collaboration tools, reporting solutions, and business productivity platforms.
Ability to develop practical knowledge of cloud services, customer consumption models, partner programs, purchasing motions, and commercial constructs to support customer conversations.
Strong analytical skills with the ability to interpret usage trends, support activity, cost drivers, risk indicators, customer feedback, and business priorities to identify improvement opportunities.
Ability to develop and execute customer success plans, business reviews, account reviews, recurring communications, and roadmap initiatives.
Foundational technical aptitude and curiosity with the ability to understand core cloud solution areas and connect customer needs with appropriate subject matter experts, services, and next steps.
Opportunity identification and qualification skills, including uncovering business challenges, conducting discovery conversations, aligning needs to solutions, and advancing qualified opportunities.
Strong collaboration and relationship-building abilities with the capacity to work across sales, technical, services, operations, support, partner, and vendor teams.
High attention to detail and operational discipline in maintaining accurate pipeline, opportunity, account planning, customer success, and engagement records.
Excellent facilitation, presentation, and communication skills with the ability to align stakeholders, clarify business impact, prioritize actions, and drive measurable outcomes.
Customer-centric and outcome-driven mindset with the ability to translate business objectives into Azure priorities, cloud outcomes, and success metrics.
Ability to balance customer retention, risk mitigation, adoption, and growth while strengthening long-term Azure relationships.
Consultative advisory skills with the ability to lead discussions on Azure cost optimization, governance, security, operations, resilience, modernization, data, AI, and managed services.
Strong executive communication skills with the ability to engage technical, operational, financial, and executive stakeholders using business-focused messaging.
Proactive and action-oriented approach with the ability to identify risks, obstacles, and opportunities before they become escalations.
Financial and commercial awareness related to Azure consumption, CSP economics, Reserved Instances (RI), Savings Plans, FinOps principles, marketplace offerings, and services growth opportunities.
Adaptability and learning agility with the ability to stay current on Azure technologies, Microsoft programs, SHI solutions, internal tools, and evolving CSP processes.
Ability to guide customers through all phases of the cloud journey, including onboarding, adoption, optimization, modernization, roadmap planning, and long-term cloud maturity.
Bachelor's degree or equivalent relevant work experience required.
Ability to travel to SHI, Microsoft, partner, and customer events as needed.
Minimum of 2 years of experience in sales, customer success, account management, cloud services, technology consulting, or a related advisory role.
Minimum of 1 year of experience selling, supporting, managing, or advising on Microsoft technologies or cloud services.

Nice To Haves

Azure, Microsoft, FinOps, or customer success certifications are preferred and may be expected as part of ongoing professional development.
Ability to earn and maintain relevant Microsoft certifications, partner badges, and internal enablement requirements.
Preferred Experience supporting Azure CSP environments, cloud optimization initiatives, customer engagement programs, or services-led growth strategies.

Responsibilities

Own the end-to-end Azure customer experience for an assigned portfolio of CSP customers, serving as a trusted advisor throughout the cloud lifecycle.
Segment and prioritize customer engagement based on account tier, Azure spend, growth potential, risk level, and strategic importance.
Develop a deep understanding of customer business objectives, Azure environments, technology roadmaps, operational challenges, and third-party vendor relationships.
Lead recurring customer engagement activities, including Quarterly Business Reviews (QBRs), monthly touchpoints, customer updates, support case reviews, roadmap discussions, and strategic planning sessions.
Drive customer retention by proactively identifying risks, maintaining engagement cadence, reinforcing value realization, and coordinating mitigation plans with internal teams.
Identify and drive Azure growth opportunities through cloud optimization, modernization, migration, governance, security, FinOps, data, AI, and managed services initiatives.
Review customer trends related to support, technology adoption, and program utilization in alignment with the Microsoft Cloud Adoption Framework to identify service gaps and growth opportunities.
Facilitate customer-facing Success Plans and internal Growth Plans that translate account priorities into actionable objectives, ownership, timelines, and measurable outcomes.
Lead cloud strategy discussions focused on cost optimization, governance, security, risk management, operational efficiency, reliability, resilience, data and analytics, AI innovation, and organizational readiness.
Position relevant SHI and Microsoft programs, including workshops, assessments, services, funding opportunities, webinars, and consulting engagements, to align with customer goals.
Maintain strong operational discipline across account plans, Success Plans, Growth Plans, QBR/ABR tracking, pipeline management, customer touchpoints, opportunity follow-up, and customer success metrics.
Advocate for customers internally and help ensure seamless transitions between contracts, onboarding activities, service engagements, and partner relationships.