Customer Success Account Manager (CSAM)
About
The Customer Success Account Manager (CSAM) is the primary post-sales success lead and trusted advisor for strategic enterprise customers. The purpose of the role is to connect the customer's digital strategy with Microsoft's technology capabilities, ensuring that deployed solutions deliver measurable business value, sustained adoption, and continuous evolution of the customer's digital ecosystem.
Responsibilities
• Strategic & Operational Customer Relationships — Build and sustain trusted relationships with executives, business leaders, technology teams, and operational stakeholders, moving fluidly between executive conversations and execution-level discussions.
• Incident & Escalation Orchestration — Act as the customer's advocate during critical incidents, coordinating CSS, Engineering, Product Groups, partners, and internal stakeholders to accelerate triage, drive effective communication, identify workarounds, and restore business operations as quickly as possible.
• Customer Success Strategy — Lead the definition, refresh, and execution of the Customer Success Plan (CSP), translating business needs into concrete adoption, transformation, and value-generation initiatives.
• Cloud & AI Adoption — Actively drive adoption, usage, and expansion of Microsoft cloud and AI solutions — helping customers identify relevant AI use cases, accelerate implementation, promote organizational adoption, and ensure measurable impact.
• Delivery & Governance Leadership — Orchestrate the planning, prioritization, tracking, and execution of customer success programs across internal teams, partners, and customer stakeholders.
• Risk & Customer Health Management — Monitor customer health; identify technical, operational, commercial, and adoption risks; and lead mitigation plans before issues escalate.
• Cross-Functional Orchestration — Mobilize Microsoft resources, technical specialists, partners, and commercial teams toward common outcomes, influencing without direct authority.
• Executive Engagement & Business Value — Lead impact- and outcome-focused conversations, communicating progress, risks, opportunities, and recommendations in a clear, executive, decision-oriented manner.
Requirements
• Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ 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 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
• Working knowledge of cloud, artificial intelligence, data, security, productivity, or enterprise platform technologies.
• Native-level Korean proficiency and professional English proficiency, written and verbal.
• Experience leading initiatives with multiple internal and external stakeholders.
• Demonstrated ability to manage risk, prioritize initiatives, and execute work plans in complex environments.
Preferred
• Master'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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
• 5+ years relevant work experience within customer industry.
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
Benefits
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