Customer Success Leader Jobs

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
We are hiring a highly motivated, passionate, and strategic-thinking experienced business leader to join the Cross Solutions and CSAM Leadership team to lead Customer Success for the International Downstream Business. International Downstream business customers are subsidiary locations of our largest and most strategic global accounts. As the Customer Success Leader, you will be responsible for the overall business performance of the International Downstream Customer Success organization.
This role is accountable for global account consumption, providing exceptional proactive support delivery, integrating with each subsidiary’s local teams, prioritizing the largest growth areas, and inspiring large scale customer impact through customer engagement and strategic thought leadership. This role is further chartered with ensuring the necessary capabilities exist within the organization while creating and sustaining a culture of customer centricity, technical intensity, innovation, and a growth mindset anchored in Microsoft values.
This person will be very active in day-to-day coaching of their team, leading by example, ensuring that the organizations capabilities are aligned with Customer Success priorities and business goals, championing the success adoption of Microsoft cloud solutions, driving an exceptional customer support experience through proactive service delivery, and compliant operational excellence within their organization.
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
Strategic Leadership

• Be a thought leader on the growth, execution and integration of the International Downstream business throughout Microsoft: as it relates to Customer Success, Account Teams, Corporate, and future growth strategies in untapped markets and underserved markets prioritizing growth and innovation in the International Downstream market.
• Engagement with regional and area executives: to align on customer priorities, identifying opportunities, and execution of milestones and outcomes.
• Strategically align across every subsidiary: work with Account Team Unit, Specialist Team Unit, and Customer Success Unit leaders in every subsidiary across the globe to provide guidance, structure, prioritization, and resources to grow consumption and integrate International Downstream with the local subsidiary business execution.

Business Leadership

• Be the Solutions and Support consumption leader in your area: own the business performance and results across the cloud solution areas and customer experience, ensuring seamless organizational orchestration for delivery excellence on consumption, financials, scorecard and customer satisfaction targets.
• Be a vocal leader and customer champion in your Area: with both local and corporate leadership teams to elevate cloud adoption issues, the customer support experience, and accelerate resolution.

Business Execution

• Deliver on financial commitments: by managing the budget for your business and delivering on quarterly financial accountabilities and support contract obligations
• Own and drive the adoption and consumption of cloud services and proactive support offerings: through discipline in the Area processes, identifying/prioritizing CS resources to key projects, escalating top blockers and sponsoring systemic improvements to the customer support experience.

People Leadership

• Build and grow healthy teams through talent management, diversity and inclusion, coaching, and career development.

The Ideal Candidate Will Have

• Extensive experience managing complex, project-based resources, dealing with ambiguous situations with can-do attitude across enterprise customers
• Proficient management, communication, execution skills; track record of owning a business area and exceeding results, establishing a trusted voice to drive transformational change across the organization
• Extensive people leadership experience; inspiring and fostering a culture of customer centricity, attracting, developing, and retaining deep technical resources, business and project management resources within a large organization
• Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution through corporate product and engineering teams
• An established track record as technical advisor on an Area Leadership team, building a solid network with CxOs in Enterprise accounts to guide and council on technology trends and cloud adoption, and driving customer requirements with corporate engineering teams.

Qualifications
Required/Minimum Qualifications

• 5+ years of experience in any of the following: Enterprise sales, customer success or account management experience at a large fortune 500 company
• Bachelor's Degree in Business Management, Engineering, or related field AND 14+ years professional experience including technology leadership, consulting/professional services, product strategy, business leadership, sales, or directly within Customer Success
• OR Master's Degree in Business Management, Engineering, or related field AND 12+ years professional experience including technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success
• 8+ years engineering and/or technology experience (e.g., technology field, Services, Consultant, Specialist Team Unit, Technical Sales, system integrators, developer, project manager, sales).
• 5+ years people management/leadership experience including being a manager of managers running a large organization of 200+ people
• OR equivalent experience.

Additional Or Preferred Qualifications

• International enterprise level experience.
• 7+ years people management/leadership experience including being a manager of managers running a large organization of 300+ people
• OR equivalent experience.
• 4+ years complex project management and/or customer account management experience (e.g., leading/orchestrating virtual teams).
• Bachelor's Degree in Business Management, Engineering, or related field AND 16+ years professional experience including technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success
• 4+ years experience in professional services, customer success, sales, and/or customer service.
• OR Master's Degree in Business Management, Engineering, or related field AND 14+ years professional experience including technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success