Principal Customer Success Account Manager

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 a Customer Success Account Manager (CSAM), you are a strategic advisor who drives customer success through influence, leadership, and cross-functional coordination. You build executive partnerships, align diverse stakeholders around priority business 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. You help customers move beyond technology deployment toward sustained business impact while influencing execution across teams that contribute to successful customer outcomes.

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.

Please note that the location for this position is Paddington, London.

• Establish executive-level partnerships that align customer business priorities with Microsoft strategies, capabilities, and transformation opportunities.
• Influence stakeholder and priority alignment across complex customer ecosystems, driving consensus around strategic outcomes, investments, and success measures.
• Lead long-range Customer Success Planning that enables durable value realization and supports evolving customer business and technology objectives.
• Drive strategic execution across Microsoft, partner, and customer teams to strengthen customer health, accelerate cloud adoption, and advance AI transformation initiatives at scale.
• Influence adoption of Success Management Services and Success Programs as mechanisms for delivering consistent, high-quality customer outcomes across complex engagements.
• Anticipate and address business, technical, and organizational risks while guiding stakeholders through ambiguity, competing priorities, and transformational change.
• Contribute to broader organizational success by sharing best practices, coaching others, and helping elevate customer success execution across teams and communities.

Required Qualifications (RQs)

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND strong and proven customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND strong and proven customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience

Preferred Qualifications (PQs)

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND strong and proven customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND strong and proven 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)
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification
  • Project Management Institute (PMI) or equivalent Project Management certification
  • Prosci or equivalent certification

Customer Success Account Mgmt IC5 - The typical base pay range for this role across United Kingdom is £ 79,700.00 - £ 133,900.00 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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.