Copilot - Principal Customer Success Account Manager

Overview

Role Summary

The Customer Success Account Manager (CSAM) is accountable for helping strategic customers realize measurable business value from Microsoft cloud investments. The role connects customer success planning, adoption execution, commercial governance, and executive stakeholder orchestration across the Customer Success Unit (CSU). In addition to standard CSAM accountabilities, this role carries focused business ownership on ASEAN AI Copilot Value Realization, by Owning and leading the governance, planning, and successful execution of M365 Copilot across the Top accounts. Act as a Senior Advisor and orchestrator between Microsoft, customer stakeholders, and partner organizations to ensure trials deliver measurable business value and support successful adoption and commercial outcomes.

Role Purpose

The role exists to improve customer outcome realization from our AI platform while strengthening CSU contribution to growth. The CSAM leads through influence across customer executives, CSU leaders, Sales stakeholders, Unified teams, and CGMs, ensuring that customer success plans translate into measurable adoption, consumption, and return on investment.

Responsibilities

Core Accountabilities

• Establish clear success criteria and business outcomes with customer executive sponsors and key stakeholders for top Copilot deals, aligning priority use cases and expected value realization.
• Lead the adoption governance, including program management, milestone planning, scheduling, and progress tracking across the customer and the wider Microsoft deal team.
• Own executive relationship orchestration and success plan governance for strategic customers, Provide customers, partners, and internal Microsoft teams with adoption and measurement toolkits, including performance monitoring frameworks, survey templates, feedback mechanisms, and success metrics to assess trial effectiveness.
• Facilitate ongoing governance reviews and performance checkpoints to monitor progress against established success criteria and drive issue resolution where required.
• Lead cross-functional execution across CSAMs, Cloud Solution Architects, Engineering, sales teams, partners, and services teams.
• Anticipate customer risk, remove delivery blockers, and maintain clear escalation paths.
• Represent the voice of the customer in internal planning, investment, and prioritization discussions.

Additional Business Responsibilities

Stakeholder Engagement

This role operates as a senior cross-functional orchestrator. Success depends on consistent alignment across customer executives, CSU leadership, CGMs, account teams, Unified teams, finance and operations stakeholders, and delivery partners. Own end-to-end business transformation engagements, partnering with C-suite leaders to define AI-driven operating models, establish governance, align organizational change, and deliver measurable business outcomes tied to strategic priorities and P&L impact.

• Customer executives and business decision makers, to maintain outcome clarity and executive sponsorship.
• CSU leadership and the CSAM/CSA community, to align growth ownership, delivery priorities, and escalation paths.
• CGMs and sales leaders, to validate ECIF scope, ACR ROI assumptions, and account-level growth opportunities.
• Unified and services teams, to connect support investments to customer outcomes and growth priorities.

Success Measures

• Exceed our M365 Copilot & Cowork targets & growth plans.
• Customer success plans demonstrate measurable adoption, consumption, and outcome progress.
• Stakeholders can see a single CSU point of accountability for business growth orchestration across these priorities.

Qualifications

Required Qualifications

• Significant experience in customer success, account leadership, AI solutions, cloud adoption, or enterprise technology transformation.
• Proven ability to lead senior stakeholder alignment across customer, sales, technical, services, and operations teams.
• Strong commercial judgment, including ability to connect customer outcomes to ACR growth, AI monetization, investment decisions, and ROI governance.
• Experience managing complex plans across multiple workstreams, business owners, and review cadences.
• Executive communication skills with ability to simplify complex portfolio and investment topics into clear recommendations.

Preferred Experience

• Experience supporting Singapore or ASEAN enterprise customers, or cloud growth programs, or market-level growth initiatives.
• Prior ownership of customer success plans, investment governance, or business performance reviews.
• Ability to coach senior CSAM and CSA teams while influencing without direct authority.
• Ability to set enterprise-wide AI and agentic architecture strategy, govern data and platform decisions, establish scalable operating models, and ensure investments deliver proven business value through outcome measurement, financial accountability, and continuous innovation.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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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.