Operating Model

The CSAM will work across a defined portfolio of customer accounts, aligned where possible by industry and team, providing the opportunity to progressively build industry expertise and a strong understanding of customer priorities.

Reporting to an M1 Manager, the CSAM will receive ongoing guidance, coaching, and support as they build their customer success capabilities and take on increasing responsibility.

The role will work in partnership with experienced CSAMs who retain ownership of customer strategy and key customer relationships. Depending on the portfolio, the CSAM may partner with several experienced CSAMs, providing exposure to different customers, scenarios, and approaches while developing towards greater ownership over time.

Example Activities

Activities below are illustrative, not exhaustive.

Strengthen Customer Health

• Maintain a clear view of high-priority customer health recommendations across the aligned portfolio, identifying key offerings that can support agreed follow-up actions.
• Consolidate insights and prepare materials to support customer health conversations and meetings.
• Maintain awareness of priority product retirements, end-of-support considerations, and associated risks across the portfolio, together with the relevant customer follow-up actions and available offerings.
• Synthesise incident and service information to identify recurring patterns, themes, and potential systemic drivers.
• Support preparation for internal and customer-facing Customer Health plan reviews, ensuring plans, insights, recommendations, and actions are accurate and up to date.

Accelerate Cloud Adoption

• Support the tracking of Unified deliveries and associated customer value, maintaining visibility of progress, actions, and outcomes.
• Track customer milestones, maintain accurate milestone notes, and work with experienced CSAMs to ensure appropriate MSX data quality and hygiene.
• Where agreed with the experienced CSAM, proactively gather insights and progress updates from delivery partners, CSAs, and other virtual team members relating to deliveries, milestones, and Customer Success Plan activities.
• Consolidate delivery and milestone insights to support internal and customer-facing Cloud Acceleration plan reviews, highlighting progress, risks, blockers, and areas requiring action.

Advance AI Transformation

• Support the tracking of AI Transformation milestones and agreed activities, maintaining accurate and timely updates and working with experienced CSAMs to ensure appropriate MSX data quality and hygiene.
• Gather relevant insights and progress updates from delivery partners, CSAs, and other virtual team members to provide visibility of progress against agreed AI Transformation priorities.
• Consolidate programme, adoption, and milestone insights to support AI Transformation plan reviews and customer conversations.
• Support preparation for internal and customer-facing meetings, ensuring relevant progress, insights, risks, and agreed next actions are clearly represented.

Unified Growth and Health

• Develop the capability to independently manage standard Unified operational activities, including submitting resource booking requests, dispatching Success Programmes, and supporting scoping activities.
• Within approximately three months, and subject to appropriate experience and readiness, take increasing ownership of standard scoping calls, clearly capturing customer objectives, intended outcomes, and value.
• Support the proactive management of Unified consumption and contract health, working with experienced CSAMs and relevant teams to address areas such as over-consumption, package utilisation, and SKU changes to maximise customer value and support RBI attainment.
• Capture and maintain evidence of the value delivered through Unified, ensuring outcomes and supporting evidence are accurately recorded.
• Consolidate Unified value and outcome insights into clear materials that support executive-level customer value conversations, working alongside experienced CSAMs.

Qualifications

Required

• Bachelor’s degree in any discipline, or equivalent relevant experience gained through employment, apprenticeships, internships, or other early-career pathways.
• Legally authorised to work in the United Kingdom to be eligible for this role (Legally authorised = has citizenship or has been granted a valid visa or work permit).
• Typically, 2 years of professional experience, which may include customer-facing roles, programme or project management, technology delivery, or other relevant experience.
• Demonstrated confidence in using AI tools and AI-first ways of working to support productivity, insight generation, communication, and day-to-day activities.
• Strong written and verbal communication skills in English, with the ability to communicate clearly and confidently with a range of stakeholders.
• Effective presentation and collaboration skills, with a willingness to learn, seek feedback, and build confidence in customer-facing environments.

Preferred

• Coursework, qualifications, or practical experience in programme or project management, business operations, customer success, or sales.
• Exposure to enterprise technology or software solutions, cloud platforms, customer success, or large-scale technology and transformation programmes.
• Experience working collaboratively across cross-functional or matrixed teams, bringing together different stakeholders to support shared priorities and outcomes.

What Success Looks Like in Year One

• Develop towards customer-facing responsibility within the first three months, initially leading defined activities such as standard scoping calls, and progressively taking ownership of standardised customer presentations and conversations.
• Within the first year, build strong customer and portfolio knowledge and demonstrate readiness to independently own a broader range of internal and customer-facing activities.
• Consistently deliver accurate, timely, and high-quality contributions across Customer Success Plans, milestone and activity management, insights, and customer meeting preparation.
• Demonstrates measurable contribution to customer success by helping accelerate key KPIs and drive progress against the priority success metrics for the assigned customer portfolio.

#EiP #MCAPs

Compensation

Customer Success Account Mgmt IC1 - The typical base pay range for this role across United Kingdom is £36,600.00 - £49,400.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here: https://careers.microsoft.com/v2/global/en/corporate-pay/united-kingdom-corporate-pay.html

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

Equal Opportunity Employer

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