Principal Customer Success Account Manager (CSAM)

About the role

Overview Microsoft Customer & Partner Solutions accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact.

Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

Are you passionate about influencing executive stakeholders, shaping customer strategy, and helping organizations realize transformative business outcomes through technology and AI? As the Principal Customer Success Account Manager (CSAM), you are a strategic advisor for complex financial services customers.

You build executive partnerships, align diverse stakeholders around priority outcomes, and guide long-term success strategies that strengthen customer health, accelerate cloud adoption, and advance AI transformation at scale.

Working across Microsoft, partners, and customer organizations, you navigate ambiguity, resolve complex challenges, and orchestrate delivery motions that create measurable business value across global portfolios and regulated environments. Microsoft's mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Responsibilities Establish executive-level partnerships with CIOs, CTOs, CISOs, business-unit leaders, and other senior stakeholders, aligning customer priorities with Microsoft strategies, capabilities, investments, and transformation opportunities.
• Own long-range Customer Success Planning and governance for major, complex, or global enterprise accounts, establishing strategic outcomes, success measures, executive business reviews, and coordinated delivery rhythms that enable durable value realization.

Lead enterprise-wide cloud, data, security, digital workplace, and AI transformation initiatives across multiple workstreams, business units, technologies, and geographies, using structured program-management practices to maintain accountability and accelerate delivery.

• Drive strategic execution across Microsoft sales, engineering, product, support, consulting, partners, and customer teams, leading through influence to align stakeholders, resolve barriers, and deliver integrated outcomes across complex ecosystems.
• Influence adoption of Success Management Services and Success Programs to strengthen customer health, accelerate adoption, and support measurable outcomes such as consumption, renewals, expansion, productivity, risk reduction, and operational resilience.
• Anticipate and address business, technical, organizational, compliance, and governance risks while guiding stakeholders through ambiguity, service challenges, competing priorities, and executive escalations, including recovery plans through resolution.
• Contribute to broader organizational success by coaching and mentoring others, sharing best practices and reusable knowledge, and leading virtual teams and strategic initiatives that elevate customer success execution.

Embody our Culture & Values Qualifications Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.

Other Requirements Microsoft is unable to sponsor a work visa for this role due to the nature of the role's job duties.

Pay and benefits

Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; OR equivalent experience.

5+ years relevant work experience within financial services or another highly regulated customer industry, with demonstrated executive presence and experience advising senior business and technology leaders. Demonstrated leadership of enterprise cloud or digital transformation programs involving Microsoft Azure, Microsoft 365, AWS, data, cybersecurity, or AI, with measurable outcomes for large, complex, or global organizations.

Experience leading complex programs and virtual teams across functions and geographies. Microsoft or competitor equivalent certification in relevant technologies, ITIL Foundation or equivalent service management certification, PMI or equivalent project management certification, Prosci or equivalent certification, or another relevant technical certification is preferred.

Customer Success Account Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. is USD $130,900 - $251,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $272,300 per year.