Customer Success Account Management

Overview

The CSAM is an early-in-career Customer Success Account Manager who delivers standardized customer success outcomes spanning executive partnership, solution health, cloud adoption, and AI acceleration activities. These CSAMs act within a pod model.

Working under the direction of senior CSAMs and a Manager, the CSAM operates within a defined pod covering a shared portfolio of accounts. The role contributes to portfolio-level intelligence, execution orchestration, and reactive signal aggregation – reducing context-switching for senior CSAMs and accelerating customer outcomes.

This is a talent-engine role: CSAMs are AI-first, customer-facing from month three, and grow through structured cohorts and community.

Responsibilities

Executive partnership and execution

• Execute 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 motions across assigned pod accounts.
• Complete assigned activities accurately and on time; escalate exceptions rather than independently diagnose them.

Portfolio-level intelligence and preparation

• Maintain deep, current account context across the pod’s defined portfolio.
• Synthesize account signals into “what’s changed / what matters now”
• Detect risks, upcoming deliveries, upcoming milestones, and open threads.
• Detect portfolio patterns such as recurring blockers across multiple accounts.

Execution orchestration (not delivery)

• Track delivery and milestone progress with partners and CSAs on behalf of senior CSAMs.
• Map dependencies across workloads and milestones.
• Proactively flag drift before the customer raises it.
• Coordinate remediation follow-ups across internal teams.

Reactive signal aggregation

• Monitor reactive support signals – case volume, aging, 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; chase stalled internal owners.
• Distill reactive noise into CSAM-ready insights, not raw data.

Operating model

• Operate within a pod model covering a shared portfolio of accounts.
• Work under direct oversight of the Manager and senior CSAMs assigned to the pod.
• Limit interactions to task execution and information capture; executive partnership and account governance is led by the senior CSAM.

Example Activities

Activities below are illustrative, not exhaustive. The same executive priorities apply because the role is still a CSAM.

Strengthen Customer Health

• Maintain running summaries of reactive health per account for CSAM pre-briefs.
• Surface repeat incident patterns and systemic drivers.
• Translate reactive trends into Customer Health Recommendation inputs.
• Flag candidates for proactive Success Programs and remediation focus.

Accelerate Cloud Adoption

• Track deliveries that support adoption milestones and usage signals across pod accounts.
• Coordinate with delivery partners and CSAs on adoption commitments.
• Prepare adoption inputs for CSDRs and executive discussions.

Advance AI Transformation

• Monitor agent and Copilot adoption velocity across the pod.
• Aggregate AI transformation blockers and opportunities into portfolio views.
• Support readiness for AI-related Success Program intake.

Earn Customer Trust Every Day

• Reduce CSAM context-switching by owning “what needs attention this week” across pod accounts.
• Drive follow-up actions after reports, reviews, and assessments.
• Keep execution honest on dates, owners, and readiness.
• Participate or support CSP or CSDR activities.

Qualifications

Required

• Bachelor’s degree (any discipline) or equivalent early-career experience.
• Legally authorised to work in the location where this role is based - Czech (Legally authorised = you hold citizenship or have been granted a valid visa or work permit.)
• 0–2 years of professional experience in program management, customer-facing operations, technology delivery, or analytics.
• Strong written and verbal communication in English plus the language(s) required for the assigned hub, Polish.

Preferred

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

#EiP #MCAPSEiP

Pay and benefits

Customer Success Account Mgmt IC1 - The typical base pay range for this role across Poland is zł 84,200.00 - zł 116,000.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.