Principal Customer Success Account Manager
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Job Description
Overview A Principal CSAM is a senior customer success leader responsible for driving strategic customer outcomes, accelerating cloud and AI adoption, and ensuring long-term customer health and value realization across enterprise accounts. The role acts as the trusted advisor to senior customer stakeholders while orchestrating Microsoft’s full capabilities to deliver measurable business impact.
Responsibilities
Strategic Customer Leadership: Own the end-to-end customer success strategy, aligning Microsoft solutions to customer business priorities and driving executive engagement and trust.
Customer Health & Value Realization: Lead customer health, security, resiliency, and operational excellence while proactively preventing risks and managing critical situations.
Consumption & Growth: Drive Azure and AI consumption growth by identifying expansion opportunities, accelerating adoption, and ensuring delivery of committed outcomes.
Orchestration & Delivery Excellence: Orchestrate cross-functional teams (CSA, partners, delivery, sales) to execute high-quality, outcome-driven engagements and Customer Success Plans.
Trusted Advisory & AI Leadership: Act as a strategic advisor on digital transformation and AI, guiding customers through adoption journeys and aligning technology to business value.
Business Ownership & Influence: Operate with strong business accountability—balancing customer success, consumption targets, and long-term partnership growth.
Role Characteristics Operates at executive level with customers and Microsoft leadership Drives complex, multi-workload, multi-country engagements Balances strategy, operations, and delivery oversight Acts as a multiplier for team impact and customer success outcomes Qualifications Experience & Leadership: Extensive experience in enterprise customer success, account management, or consulting roles, with proven ability to engage and influence C-level stakeholders and lead complex, strategic accounts.
Customer Success & Business