Principal Customer Success Account Manager

Microsoft•,

4h•$130,900 - $272,300

About The Position

Microsoft is seeking a senior individual contributor to lead customer success strategy and execution for strategically important Defense Industrial Base (DIB) customers. The DIB Operating Unit serves an ecosystem of more than 100,000 organizations supporting U.S. federal agencies, including the Department of Defense and intelligence and civilian organizations. Its work helps customers securely modernize and scale Microsoft technologies to achieve mission outcomes, meet regulatory requirements, and build long-term operational resilience. The Customer Success Account Manager (CSAM) is the strategic owner of customer success for assigned DIB accounts. The role builds trusted relationships with customer executives, technical leaders, and internal stakeholders, aligning Microsoft solutions and services with customer priorities and mission objectives. It leads customer success planning, governance, and execution to drive adoption and consumption, improve operational health, and proactively address risks and blockers. This is a non-people-manager individual contributor role with enterprise-level scope, high autonomy, and significant impact. The CSAM influences customer strategy and internal execution without direct authority and is accountable for measurable outcomes, including consumption milestones, adoption, retention, and long-term customer health. The role collaborates with sales, engineering, support, partners, and delivery teams, and aligns Microsoft technologies—including Azure, Modern Work, and Dynamics—to customer needs. Required qualifications include a relevant master's degree and at least four years of applicable experience, a relevant bachelor's degree and at least six years of applicable experience, or equivalent experience. U.S. citizenship must be verified with a valid passport because of customer-related and export-control restrictions. The successful candidate must also pass the Microsoft Cloud background check upon hire or transfer and every two years thereafter. Preferred qualifications include greater experience, customer-industry experience, relevant technology and professional certifications, and the ability and willingness to acquire and maintain a U.S. Government Clearance. The typical U.S. base pay range is $130,900–$251,900 per year. The range for the San Francisco Bay Area and New York City metropolitan area is $165,600–$272,300 per year. Certain roles may be eligible for benefits and other compensation. The position will be open for at least five days, with applications accepted on an ongoing basis until filled.

Requirements

Master's degree in Business, Sociology, Psychology, Computer Science, or a related field and 4+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; or bachelor's degree in one of these fields and 6+ years of such experience; or equivalent experience.
U.S. citizenship, verified via a valid passport, due to citizenship-based legal restrictions related to government customers and access to export-controlled information.
Pass the Microsoft Cloud background check upon hire or transfer and every two years thereafter.
Skills in accelerating consumption, usage, and value realization; driving customer health and operational excellence; executive relationship building and influence; data analysis and insight-driven decision-making; business acumen and financial literacy; consultative engagement and stakeholder orchestration; and negotiation, storytelling, and executive communication.

Nice To Haves

Master's degree in Business, Sociology, Psychology, Computer Science, or a related field and 10+ years of applicable experience; or bachelor's degree in one of these fields and 12+ years of applicable experience; or equivalent experience.
5+ years of relevant work experience within the customer industry.
Microsoft or competitor-equivalent certification in relevant technologies, such as Azure or Microsoft 365.
ITIL Foundation certification or equivalent service management certification.
Project Management Institute (PMI) or equivalent project management certification.
Prosci or equivalent certification.
Ability and willingness to acquire and maintain a U.S. Government Clearance.
Strength in change leadership and program facilitation, multi-initiative program and portfolio management, and cross-functional team leadership without authority.

Responsibilities

Build and coach engagement strategies across customer, partner, and internal stakeholder ecosystems.
Develop and support executive-level relationships with customer technical, business, and mission leaders.
Expand relationships beyond existing support engagements by leading outcome-based conversations aligned with customer priorities.
Influence and challenge senior internal stakeholders to align resources and actions to customer needs.
Partner with Account Teams to co-own customer success plans and contribute to integrated account strategies.
Lead strategic execution of customer success planning, program governance, and customer-facing reviews.
Orchestrate Microsoft delivery resources to drive adoption, accelerate value realization, and improve customer operational health.
Identify, monitor, and mitigate actual and potential blockers to consumption using data insights and customer feedback.
Lead escalation management and communications for complex delivery challenges, ensuring clarity, accountability, and resolution.
Maintain accountability for consumption milestones, adoption outcomes, retention, and long-term customer health.
Align Microsoft solutions and technical capabilities, including Azure, Modern Work, and Dynamics, to customer needs and mission priorities.
Identify complex customer scenarios, including multicloud, ISV, partner-led, and global subsidiary scenarios, and collaborate with technical specialists to architect solutions.
Use knowledge of customer platforms and Microsoft’s roadmap to enable secure digital transformation.
Articulate Microsoft platform value relative to point solutions to strengthen Microsoft’s competitive position.
Drive disciplined execution through structured planning, prioritization, and predictable delivery.
Partner across sales, engineering, support, and partners to ensure a consistent customer experience and outcomes.
Use data, telemetry, and feedback loops to inform decisions and continuous improvement.
Model Microsoft’s culture and values, operating with integrity, accountability, and customer obsession.