New 
Sr Principal Customer Success Account Manager - CTJ - Top Secret
 Microsoft | |
 United States, D.C., Washington | |
 Oct 29, 2025 | |
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OverviewMicrosoft Federal delivers a single unified organization centered around our customer where all critical customer functions are brought under the same organizational umbrella. Bringing together the breadth and depth in our space with a razor-sharp focus on serving the U.S. Government.Our federal customers' expectations of how to contract, interact, and partner with us are changing in a cloud economy, and they need to evolve at the pace of the private sector. Launching a nimble, empowered organization with comprehensive resources allows us to collaboratively work together with our customers to accelerate their technology innovation, whether through R&D or through direct contracting. Microsoft Federal serves the U.S. Government (USG), allowing Microsoft to support the growing government business. The organization supports the capabilities and requirements to service USG through direct sales, contracting, and billing with the USG. Microsoft Federal will meet obligations of managed contracts with the USG through multiple business teams and enablement teams. We are committed to empowering our teams, building upon our strategic investments, and delivering the technology to achieve federal missions. As our federal customers pursue their work, from defending the nation, to serving its citizens in challenging times, they look to Microsoft to help them innovate, and they expect end-to-end engagement tailored to their needs. Microsoft has been committed to and continues to heavily invest in supporting our Federal Government. Microsoft Federal offers our full spectrum of products and services, including hyperscale cloud, artificial intelligence, software, online products and services, hardware, and consulting and services. Join us to help empower the US government! When you combine this incredible reach with your own inspiration, plus the freedom and support to make your ideas happen, you can have a significant impact. We are looking for a Customer Success Strategic Director (CSSD) to drive program management for our largest and most complex global and strategic customers that have a significant number of key cross-cloud workload engagements running concurrently. As the CSSD, you will drive strategy, consumption planning & execution, as well as the acceleration of cloud adoption from Pilot or Minimal Viable Product/Prototype ( MVP) to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, risk management, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success. As a Customer Success Strategic Director (CSSD), you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer executive relationships at our largest, most complex and strategic customers. The prevailing business priority is the customers' successful adoption and productive use of Microsoft cloud and AI technologies. You are front and center with our customers in support of their digital journey and empowering them to achieve mission success. The Customer Success Strategic Director is a leader on the account team who partners to programmatically align the consumption plan to the account plan, orchestrate technology onboarding in line with customer priorities, and ensures value realization of a customer's Microsoft investment through consumption, operational health, and customer experience. The CSSD is accountable for the development and execution of the customer consumption plan and operational health, leveraging technical resources across all solution areas. The CSSD provides senior delivery leadership, for our largest and most complex accounts, focused on ensuring delivery is driving the customer's success and consistently achieving our shared objectives and outcomes. They will oversee and ensure prioritized alignment of coordinated outcomes across Support Programs, Customer Success Engagements, and Consulting projects that will drive consumption, supportability, and operational health improvements. 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, 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.
ResponsibilitiesPartner with the Account Director, Strategic Account Executive and Account Technology Strategist to build and execute the Strategic Account Plan -Lead the success & support team, aligning to prioritized customer solutions, managing the Strategic Account Plan at a global level. Accountable for the Consumption plan - Accountable for the development and execution of the internal and customer-facing aspects cross-cloud consumption plan, with support from the technical resources aligned to the account. Ensures prioritized success engagements progress from Validate through Commit with a Program Delivery plan and up-to-date milestones. Engage Customer Executive Sponsors - Establishes and nurtures strong executive sponsorship and manages the relationships with senior customer leadership to drive the execution of the support coverage model, strategic account plan, consumption roadmap & delivery execution oversight. Engage Microsoft Executive Sponsors - Aligns with Microsoft Executive Sponsors to establish an engagement model and manage the communication & escalation strategies with customer leadership. Leverage Technology Experience - Is experienced with real-world, hands-on experience designing, developing, deploying, and supporting large technology solutions. Knowledgeable and experienced in creating solutions that leverage cloud and AI technologies and that provide maximum business value, are repeatable, and sustain the test of time. Accountable for Delivery Orchestration & Support Outcomes - Provides leadership and orchestration across the Federal Customer Success Unit (CSU) team, Microsoft technical specialists, customer technical teams, Microsoft and partner project teams, and the entire ecosystem of Customer Success Account Managers (CSAMs) and Consultants as appropriate. Balances prioritization between implementing new innovative capabilities and ensuring customer operational health. Provides Delivery Leadership - Leads and strategically orchestrates a team of CSAMs and the overall global account support and success team to ensure the health of the customer's solutions, orchestrated prioritized modernization and transformation projects, which lead to customer outcomes. Accountable for Consumption Planning and Execution for Strategic Pursuits - Aligns the strategic account planning and cross-organization support coverage to drive consumption planning and success engagement execution aligned to the desired customer outcomes. The Customer Success Strategic Director will be accountable for the development and execution of a cross-cloud consumption plan, and operational health of the customer solutions deployed today and in the future. OtherEmbody our culture and values | |