Customer Success Account Management Leader- CTJ - Top Secret

Overview Customer Success Account Management Leader, US Federal Customer Success Unit

Step into a leadership role where you shape how Microsoft drives customer success across the U. S. Federal market.

As the Customer Success Account Management (CSAM) Leader within our U. S. Federal Customer Success Unit, you will lead a multi-manager organization—Customer Success Account Manager (CSAM) Managers and their teams—dedicated to orchestrating the delivery capabilities that help federal agencies achieve mission outcomes at scale.

U. S. Federal customers are modernizing critical operations, strengthening national security, improving citizen services, and advancing workforce productivity while navigating complex security, compliance, sovereignty, and acquisition requirements.

You will lead the teams that translate Microsoft cloud and AI investments—including Azure, Copilot, Data and AI, and Security—into measurable mission value, resilient operations, secure adoption, and durable consumption growth while building the next generation of customer success leaders.

In this role, you will set the strategy and rhythm of business for your organization, develop and coach your managers, own senior customer, partner, and internal executive relationships, and hold end-to-end accountability for customer success planning and delivery.

If you are energized by building high-performing leadership teams, accelerating responsible cloud and AI adoption, and helping federal agencies deliver meaningful outcomes for the nation, this role is for you.

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

• People Leadership — lead at scale through your team.
• Deliver success through empowerment and accountability by modeling, coaching, and caring: set the vision and objectives for your organization, develop and coach your CSAM Managers, enable success across boundaries, and invest in the growth of leaders and individual contributors alike.
• Attract, retain, and grow diverse U.
• S.
• Federal customer-success talent.
• Executive Relationship Management.
• Lead by example by owning the most senior operational and executive relationships with key federal customer, partner, and internal stakeholders—ensuring agencies realize planned value, anticipating and managing escalations, and deepening relationships to advance mission outcomes and identify opportunities for broader adoption.
• Customer Success Strategy and Growth.
• Coach your teams to develop and deliver strategic roadmaps with agency executives, prioritize engagements aligned to agreed-upon mission outcomes and account priorities, and connect Microsoft’s Azure, AI, and Copilot portfolio to secure modernization, data transformation, workforce productivity, and mission resilience.
• Delivery Excellence and Risk Management.
• Guide your organization to anticipate, identify, and mitigate customer blockers and delivery risks by mobilizing Microsoft resources and building executable programs of work; Act decisively on delivery performance gaps, require corrective action, and ensure predictable execution at scale.
• Consumption and Value Realization.
• Mobilize resources to accelerate secure adoption and active usage of Microsoft cloud and AI services, maximize retention, minimize churn, and deliver durable consumption growth across the U.
• S.
• Federal portfolio while holding teams accountable for consumption pipeline conversion, and forecast accuracy.
• Technical Relevance.
• Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals.
• Directs customers on, coaches team members on and stays current with industry and Microsoft technical insights through consultation with leadership, the Customer Success community, peers, partners, and customer stakeholders.
• Advises U.
• S.
• Federal customers on Microsoft technology trends and direction, illustrating advantages over Microsoft's competition.
• Maintaining a deep understanding of the Federal landscape, evolving technology trends, and rapid shifts in AI within the government is necessary to provide guidance across customer, partner and internal teams.

Qualifications

Required/Minimum Qualifications:

• Master's Degree in Business Management, Engineering, Computer Science, or related field AND 6+ years customer success, technology leadership, consulting/ professional services, product strategy, business leadership, or sales experience
• OR Bachelor's Degree in Business, Computer Science or related field AND 8+ years customer success, technology leadership, consulting/ professional services, product strategy, business leadership, or sales experience
• OR equivalent experience.

Other Requirements

Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

• The successful candidate must have an active U.S. Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.
• Clearance Verification : This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification:  This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance

Preferred Qualifications:

• 8+ years of engineering and/or technology experience (e.g., technology field, Services, Consultant, Solution Sales, Technical Sales, system integrators, developer, project manager, sales)
• Master's Degree in Business Managment, Engineering, Computer Science, or related field AND 14+ years customer success, technology leadership, consulting/ professional services, product strategy, business leadership, or sales experience
• OR Bachelor's Degree in Business, Computer Science or related field AND 16+ years customer success, technology leadership, consulting/ professional services, product strategy, business leadership, or sales experience
• OR equivalent experience.
• 7+ years people management experience, including as a manager of managers.
• 4+ years experience in professional services, customer success, sales, and/or customer service.
• 4+ years experience in complex project management and/or customer account management (e.g., leading/orchestrating virtual teams).
• Experience serving Federal Government customers.
• Experience leading strategic cloud, AI, security, or digital transformation organizations.
• Understanding of enterprise technology buying cycles and executive engagement.
• Experience developing leaders and building high-performing teams.

Customer Success Account Mgmt M6 - The typical base pay range for this role across the