Customer Success Account Manager, Manager

Join Microsoft’s US Public Sector Industries DIB Team—where mission meets innovation. 

The Defense Industrial Base (DIB) Operating Unit (OU) is a newly formed team with a bold mission: to consolidate, simplify, and accelerate Microsoft’s presence across the DIB landscape. This expansive network includes over 100,000 organizations specializing in manufacturing, aviation, cybersecurity, and more—all united in their support of all Federal Agencies, including the U.S. Department of Defense and other mission-based intelligence and civilian organizations. 

Our team is dedicated to empowering these commercial contractors throughout their digital transformation journey—from envisioning new possibilities to delivering secure, scalable solutions that drive mission outcomes, elevate customer experience, and fuel Microsoft’s growth. 

The DIB OU will directly manage and accelerate strategic and major DIB accounts across MCAPS Americas, while also enabling growth across other OUs. We’re building new relationships, transforming legacy operations, and helping our customers modernize with confidence. 

The DIB OU is currently seeking an enthusiastic Customer Success Account Manager (CSAM), Manager to lead a team of CSAM's who are responsible for driving adoption, consumption, and customer satisfaction across Microsoft’s Defense Industrial Base accounts. This leader ensures that CSAM's are collaborating with the Account Team to a create a customer success plan, delivering value to customers through strategic engagement, technical alignment, and operational excellence—especially in secure and regulated environments like Azure Government and classified networks. 

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

 Lead Customer Success Account Management team by:

• Customer Success: Champion adoption, mitigate risks, and deliver measurable outcomes through strategic planning and delivery excellence.
• Model Leadership: Embody Microsoft’s culture, values, and leadership principles through consistent actions and behaviors.
• Coach for Success: Set clear objectives, enable cross-functional collaboration, and support team learning and adaptability.
• Care for People: Attract, retain, and grow talent by understanding individual aspirations and investing in their development.
• Own Customer Relationships: Build and maintain strong executive relationships, ensuring customer value realization and satisfaction.
• Drive Business Value: Lead strategic conversations that align Microsoft solutions with customer goals, identifying growth opportunities.
• Stay Technically Relevant: Guide the team in staying current with industry trends and Microsoft technologies to advise customers effectively.

Qualifications

Required Qualifications:

• Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.

Other Requirements:

• Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be adminis