Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) and Service Management running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?
As a Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes. Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.
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
Customer Relationship Management:
You will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and customer health, leveraging partnerships with other account team leaders and guidance from experienced colleagues.
Incident Management and Resolution:
You will effectively manage customer incidents and escalations end-to-end, coordinating across internal teams to ensure timely resolution and clear communication. You will drive structured incident response processes, provide regular status updates to stakeholders, and lead post-incident reviews (e.g., root cause analysis and improvement actions) to prevent recurrence and enhance overall service reliability.
Customer Success Leadership, Strategy, and Growth:
You will listen to customer conversations and begin aligning their objectives with the current Microsoft portfolio within the account. You will collaborate with the account team to link Customer Success Plans with account plan priorities and develop bookable programs of work.
Customer Success Leadership – Delivery and Program Management:
You will support the delivery of program planning and customer-facing program reviews, prioritize engagements, and interact with key technical stakeholders to achieve agreed-upon customer outcomes and account priorities, ensuring ongoing customer success.
You will initiate conversations with customers to connect their objectives with Microsoft solutions and services, adopting both organizational and customer success strategies to ensure alignment with customer goals.
Consumption and Usage Management:
You will act as the Consumption and Usage Manager, responsible for meeting consumption milestones by tracking adoption and usage of Microsoft products and services. You will identify opportunities to improve adoption and take proactive actions to drive increased usage.
Retention and Risk Management:
You will develop an understanding of retention and churn trends within your customer portfolio, proactively identifying risks and opportunities to improve long-term customer success and satisfaction.
Qualifications
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Bachelor's Degree or Master’s Degree in Business, Computer Science, or a related field and multiple years of experience in customer success, solution delivery, project or program management, customer-facing consulting, or portfolio management
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Proven experience working as a Customer Success Manager or in a similar customer-facing role
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Strong proficiency in cloud technologies or modern application architectures
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Hands-on experience with Kubernetes-based container orchestration platforms (e.g., deploying, managing, and troubleshooting containerized applications), regardless of cloud provider
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Experience with DevOps practices and tools, including CI/CD pipelines, infrastructure as code, monitoring, and automation to support reliable service delivery and operations
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A proactive individual with a strong “can-do” attitude and an innovative, out-of-the-box approach to problem-solving and delivering customer impact
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Fluent in Korean (written and spoken) and Professional working proficiency in English.
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Practical experience or solid understanding of AI solutions, including applying AI capabilities to real-world customer scenarios and driving adoption
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Experience working across multiple industries
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Microsoft or equivalent certifications (e.g., Azure, Microsoft 365, or AWS certifications)
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Demonstrated experience in program and project management
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Experience supporting enterprise customers with complex cloud environments, including hybrid or multi-cloud scenarios
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.
