Microsoft Customer Success Manager – CSP

Avanade seeks a Microsoft Customer Success Manager (CSM) to manage and grow customer relationships within the Microsoft Cloud Solution Provider (CSP) portfolio. This role is focused on driving customer adoption, satisfaction, retention, and expansion across Microsoft cloud services, while acting as the high-touch, post-sale success partner for CSP customers. As a CSM, you will own the customer success motion for a portfolio of CSP customers. You will work across Avanade sales, delivery, and Microsoft teams to ensure customers realize value from their Microsoft investments, increase cloud adoption, and identify opportunities for growth.

What you will do:

• Serve as a point of contact for CSP customers post-sale
• Assist with onboarding, adoption, and ongoing success across Microsoft cloud services
• Develop and execute customer success plans aligned to business outcomes
• Monitor customer health, usage, and satisfaction to proactively address risks
• Identify upsell, cross-sell, and renewal opportunities in collaboration with sales teams
• Coordinate support, escalation, and issue resolution across Avanade and Microsoft
• Conduct regular customer reviews to demonstrate value and progress against goals
• Advocate for the customer internally, ensuring alignment across delivery and support teams
• Maintain accurate customer data, success metrics, and forecasting
• Support renewals and retention efforts within the CSP lifecycle

Key Performance Indicators:

• Increase CSP recurring revenue
• Unlock licensing opportunities
• Conduct quarterly customer education – workshops & webinars

Qualifications:

• 3+ years experience in customer success, account management, or service delivery
• Experience managing Microsoft CSP customers and cloud subscriptions
• Strong understanding of Microsoft cloud platforms (Azure, M365, Dynamics preferred)
• Proven ability to manage customer relationships and drive adoption outcomes
• Experience working in a services or managed services environment
• Strong communication, presentation, and stakeholder management skills
• Ability to collaborate across sales, technical, and operations teams
• Experience using customer success metrics and health indicators

Education, Certifications and Experience:

• Microsoft Licensing Certifications – must maintain 3+ years experience managing Microsoft CSP customers and cloud subscriptions

Additional Information:

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Avanade is committed to providing veteran employment opportunities to our service men and women.

Adoption & Change Management (ACM) Key Responsibilities:

• Deliver high-impact, short-format Adoption & Change Management (ACM) engagements that unlock Microsoft AI Products value fast.
• Facilitate, diagnose, prioritize, enable, and deliver customers with concrete artifacts, actions, owners, and metrics—within hours, not weeks.
• Lead business case identification and prioritization based on impact, feasibility, and alignment with organizational goals.
• Shape and execute enterprise-level Copilot adoption strategies that align with business priorities and transformation goals.
• Facilitate structured readiness assessments to evaluate organizational, skilling, and enablement maturity and recommend practical action plans.
• Develop and support execution of skilling, enablement, and internal communications strategies to drive user engagement and adoption.
• Engage business and IT stakeholders to monitor progress, track value, and optimize adoption strategies based on feedback and usage signals.
• Apply Microsoft frameworks and tools to facilitate structured reviews, value realization planning, and success measurement.

Core ACM Competencies:

• Capabilities assessment
• Stakeholder mapping, persona analysis, workflow time-and-motion snapshots, enablement maturity, change risks.
• Adoption Planning & Governance (non-technical)
• Build 12-week adoption plan with ADKAR milestones map, sponsor roadmaps, resistance plans, reinforcement tactics, RAID log, RACI, communications & training calendar, and value tracking plan.
• Enablement & Training
• Design persona-based curricula with measurable learning outcomes.
• Communications & Engagement
• Produce quarterly communications plan; maintain a content calendar; A/B test subject lines; report reach, open, CTR, and behaviour lift.
• Facilitation & Coaching
• Design executive showcases, floor walks, office hours, and more.
• Feedback & Support
• Design team inbox, surveys, office hours schedule, FAQ knowledge base, sentiment tracking mechanisms.
• Measurement & Value Realization
• Design live adoption dashboards (WAU/DAU, depth of use, role cohorts, training completion, help-desk deflection); manage baseline capture guide.
• Design pre/post workflow studies, cohort analysis, funnel diagnostics, experiment readouts, ROI models, and industry playbooks.
• Transition and sustainment plans for champions.

AI Use-case Engineering (non-technical):

• Facilitate workshops to decompose tasks, map prompt patterns, define acceptance tests, assign owners; deliver a scored backlog for prioritization (RICE/ICE) and go/no-go criteria.
• Articulate AI Transformation Business Value Map to business KPIs and baselines, capture pilot results, maintain a value register, and craft executive-ready narratives linking signals to outcomes.
• Persona & Workflow Analysis
• Build day-in-the-life task inventories; run time-and-motion studies; convert to AI transformation workflow with pre/post measurement plan.
• Prompt Pattern Labs
• Drive Prompt Pattern Labs and produce prompt “recipes” mapped to the customer’s context.
• Analytics
• Pull from M365 Admin Center usage/adoption, Adoption Score category measures, Viva Insights aggregated behaviour signals, and Forms surveys to triangulate reach, activation, depth, and behaviour change.
• Maintain a KPI dictionary with thresholds and experiment guardrails.

AI Safety and Responsible AI Principles:

• Articulate principle of AI Safety, author acceptable-use and safe-prompting guidelines; run short user safety briefs.
• Create a risk register, incident communication playbook, and quick drills.
• Socialize Microsoft Responsible AI principles (fairness, reliability & safety, privacy & security, inclusiveness, transparency, accountability) and embed in training and communications.

Core Consulting Competencies:

• 7–10+ years in enterprise ACM with Microsoft 365; 2+ years in short-format consulting (workshops/accelerators).
• Demonstrated ability to produce assets same-day: backlogs, labs, communications, KPI scaffolds.
• Ability to rapidly scope and tailor engagement sets to constraints (time, role mix, data access).
• Multi-industry exposure; comfort switching contexts multiple times per week.
• Facilitate executive and practitioner discussions and keep decisions moving with visible timers, parking lot, and decision log.
• Facilitation & objection handling: Convert quality and safety concerns into experiments with owners and dates.

Role Overview:

As part of the Application & Infrastructure SME team within the ICOE, you will focus on modern application architecture while pioneering the use of agentic AI in real delivery scenarios. You will collaborate closely with Avanade Regions on both direct and indirect deals, supporting them during solutioning phases as well as during critical delivery phases. Whether modernizing legacy systems or building solutions from scratch, you will apply agentic AI to transform how projects are executed end-to-end.

What you’ll do:

• Architect AI-powered applications using autonomous and semi-autonomous agentic frameworks.
• Apply AI agents across all delivery phases: analysis, design, build, test, deploy, and operations.
• Modernise legacy applications using agentic AI for discovery, transformation, and refactoring.
• Define end-to-end architectures integrating traditional software, LLMs, vector stores, and orchestration.
• Drive AI adoption within Avanade Regions, enabling AI-driven solution roadmaps.
• Contribute to solution planning and design across multi-disciplinary and multi-cloud environments.
• Develop accelerators, reference architectures, and reusable assets for agentic AI patterns.
• Guide engineering, data, and DevOps teams on AI automation and pipeline integration.
• Travel occasionally for high-value client engagements.

Role Requirements:

• English oral and written communication.
• Strong technical writing, presentation and training skills.

Technical Requirements:

• Microsoft Intune: Deep hands-on experience with device compliance, application deployment, software updates, endpoint protection, and policy management.
• Device enrolment, corporate and personal/BYOD device scenarios, automated provisioning for Windows, iOS, Android, including zero-touch enrolments for iOS and Android platforms, web-based device enrolment for iOS.
• Device configuration including creating custom configuration profiles.
• Shared and Kiosk device scenarios, Windows and mobile device platforms.
• Certificate deployments, PKCS and SCEP.
• Deploying VPN, email and Wi-Fi profile.
• Device Compliance, including custom compliance and integration with Defender for Endpoint for device risk, ConfigMgr compliance.
• Compliance with Conditional Access.
• Assignment filters for managed apps and devices.
• Applications: Store apps, M365 apps, Edge, LoB and Win32.
• Integration with Apple Business Manager and Google Play store.
• Intune Diagnostics, Using KQL to create custom reports from Log Analytics data, Connectors and tokens, Configuration Manager, Managed Google Play, Firmware over-air update, MDT connectors, Certificate connectors, Active Directory, eSIM configuration, awareness of platform specific limitations.
• Autopilot & Provisioning: Expertise in configuring and validating Windows Autopilot profiles, OEM provisioning, and troubleshooting deployment issues.
• Experience with all Autopilot deployment scenarios, user-driven, pre-provisioning, self-deploying, Autopilot Reset and Autopilot for existing devices.
• Enrolment Status Page – configuration and experience troubleshooting.