At a Glance
- Tasks: Lead a dynamic team to drive customer success and strategic planning.
- Company: Join Microsoft, a global leader in technology and innovation.
- Benefits: Enjoy flexible work options and a vibrant company culture.
- Other info: This role involves 25% travel and offers a chance to shape the future of customer engagement.
- Why this job: Make a real impact on customer transformations and business growth.
- Qualifications: Extensive experience in customer success and people management required.
The predicted salary is between 79200 - 110000 £ per year.
Senior Director, Customer Success Account Management
Senior Director, Customer Success Account Management
Get AI-powered advice on this job and more exclusive features.
We’re seeking a highly motivated, visionary and experienced Enterprise Commercial CSAM leader — someone who has held senior roles and led enterprise-scale delivery organizations, or driven Technology strategy and innovation across complex organizations. The ideal candidate will bring a blend of technical depth, operational excellence, business acumen, and a track record of shaping and delivering impactful Customer transformations.
This leader will oversee our Enterprise Commercial, Financial Services and Retail & Consumer Goods industries and Partner with the Public Sector CSAM Leader, it’s a customer-facing role, managing the teams that are the faces of the overall technical relationship and strategy between the customers and Microsoft. Your teams will own Unified customer engagements and the ideal candidate will have experience in building teams of customer-facing roles with technical expertise.
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
As a Customer Success Account Management (CSAM) Senior Director, you lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth!
This role has direct people management responsibility for CSAM’s, has overall accountability for their team’s end to end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders. Through their team the CSAM Senior Director is responsible for driving a repeatable and predictable business by leading a team through a coach, model, care framework driving strategic planning and the orchestration of delivery resources to drive strong customer outcomes aligned to their top priorities. This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio.
Responsibilities
Responsibilities
- Customer Relationship Management – You will lead by example to proactively develop relationships to further Microsoft\'s customer success goals with key customer, partner, and internal contacts.
- Customer Success leadership – Customer Strategy and Growth – You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
- You will develop a team culture identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.
- Customer Success Leadership and Consumption Leadership – You will coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.
- Customer Success Leadership – Delivery and Program Management – You will manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan , and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
- Technical Relevance – You will stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
- You will deliver success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people.
Preferred Qualifications (PQs)
- Extensive experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- Extensive work experience within customer industry
- Extensive experience in people management
- Extensive experience managing a consumption portfolio
- Project Management Institute (PMI) or equivalent Project Management certification
- Prosci or equivalent certification
Seniority level
Seniority level
Not Applicable
Employment type
Employment type
Full-time
Job function
Job function
OtherIndustries
Software Development
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#J-18808-LjbffrSenior Director, Customer Success Account Management in London employer: Microsoft
Microsoft is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. With a strong commitment to employee growth, the company provides extensive training and development opportunities, ensuring that team members can thrive in their careers while making a meaningful impact on customer success. Located in London, employees benefit from a vibrant city atmosphere, flexible work arrangements, and the chance to be part of a global leader in technology, driving transformative solutions for diverse industries.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Director, Customer Success Account Management in London
✨Tip Number 1
Network with professionals in the Customer Success field, especially those who have experience with Microsoft products. Attend industry events or webinars to connect with potential colleagues and gain insights into the company culture.
✨Tip Number 2
Familiarise yourself with Microsoft's customer success strategies and their approach to customer engagement. Understanding their methodologies will help you align your experience with their expectations during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlight your leadership style and how it has positively impacted team performance and customer satisfaction.
✨Tip Number 4
Stay updated on the latest trends in technology and customer success management. Being knowledgeable about current industry challenges and solutions will demonstrate your commitment to continuous learning and innovation.
We think you need these skills to ace Senior Director, Customer Success Account Management in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer success, solution delivery, and people management. Use specific examples that demonstrate your leadership skills and technical expertise.
Craft a Compelling Cover Letter:In your cover letter, express your passion for customer success and how your vision aligns with the company's goals. Mention your experience in managing teams and driving customer transformations.
Showcase Relevant Achievements:Include quantifiable achievements in your application that reflect your ability to drive customer success and business growth. Use metrics to illustrate your impact in previous roles.
Research Microsoft’s Customer Success Strategy:Familiarise yourself with Microsoft's approach to customer success and their product offerings. This knowledge will help you articulate how you can contribute to their mission during the application process.
How to prepare for a job interview at Microsoft
✨Showcase Your Leadership Experience
As a Senior Director, you'll need to demonstrate your leadership capabilities. Prepare specific examples of how you've successfully led teams in the past, particularly in customer success or account management roles. Highlight your ability to coach and develop team members, as this is crucial for the role.
✨Understand Microsoft’s Customer Success Strategy
Familiarise yourself with Microsoft's approach to customer success and how it aligns with their products and services. Be ready to discuss how you can contribute to their mission of empowering customers and driving business value through technology.
✨Prepare for Technical Discussions
Given the technical nature of the role, brush up on relevant industry trends and Microsoft technologies. Be prepared to discuss how you can leverage these tools to enhance customer engagement and drive adoption within your team.
✨Demonstrate Strategic Thinking
The role requires strategic planning and execution. Prepare to discuss how you've developed and implemented successful customer success plans in previous roles. Show how you can align customer objectives with business goals to drive growth and consumption.
