Customer Success Account Management (CSAM) Manager

Microsoft; Calgary; Hybrid; CAD 128,000 - 223,000; Full time

Job summary

A leading technology company based in Calgary, Alberta, is seeking a Customer Success Account Management (CSAM) Manager to lead a high-performing team. This role focuses on cloud adoption and program management, requiring collaboration with stakeholders and offering a flexible work model. The ideal candidate should possess strong leadership qualities and extensive experience in customer success. The typical base pay range for this role is CAD $128,000 - CAD $222,400 annually.

Benefits

Healthcare

Educational resources

Networking opportunities

Qualifications

• Master's or Bachelor's degree with relevant experience in customer success.
• 4+ years collaborating with mid-to-senior executives.
• 10+ years of experience is preferred.

Responsibilities

• Empower team through modeling, coaching, and caring.
• Manage operational relationships with key customers.
• Lead strategic conversations to align customer investments.

Skills

Collaboration with executives

Portfolio management

Customer success strategies

Coaching and leadership

Education

Master's Degree in relevant field

Bachelor's Degree in relevant field

Tools

Project Management Institute (PMI) certification

Prosci certification

Job description

Overview

As a Customer Success Account Management (CSAM) Manager, you will lead a high-performing team of Customer Success Account Managers (CSAMs) at various stages of their careers. Your focus will be on cloud adoption, portfolio and program management, cloud service management, and staying updated on technology trends. This role is vital in driving customer success through your leadership, fostering business growth, customer satisfaction, and team development.

This position involves direct people management responsibilities for CSAMs, overseeing their end-to-end customer success planning and delivery within an assigned portfolio. You will collaborate closely with internal and external stakeholders. Your team will implement a coach, model, care framework to drive strategic planning and resource orchestration, ensuring strong customer outcomes aligned with their top priorities. The role offers a flexible work model, with the possibility to work from home or office, and requires approximately 50% travel depending on the customer portfolio.

Microsoft’s mission is to empower every person and organization on the planet to achieve more. We foster a culture of respect, integrity, and accountability, promoting inclusion and growth mindset among our employees.

Qualifications

Required / minimum qualifications:

• Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management OR Bachelor's Degree in the same fields AND 6+ years of relevant experience OR equivalent experience.
• 4+ years experience making recommendations to and collaborating with mid-to-senior level executives.

Additional or preferred qualifications:

• Master's Degree with 10+ years or Bachelor's Degree with 12+ years of relevant experience in customer success, solution delivery, practice management, or related fields.
• 5+ years relevant industry experience.
• 3+ years experience in people management.
• 3+ years managing a consumption portfolio.
• Project Management Institute (PMI) or equivalent certification.
• Prosci or equivalent certification.

Customer Success Account Mgmt M5 - The typical base pay range for this role across Canada is CAD $128,000 - CAD $222,400 per year.

Applications are accepted until August 25th, 2025.

Responsibilities

People Management

• Empower and hold team accountable through modeling, coaching, and caring.
• Model - Demonstrate our culture, values, and leadership principles.
• Coach - Set objectives, enable success, and foster adaptability.
• Care - Attract, retain, and invest in team members’ growth.

Customer Relationship Management

• Manage operational relationships with key customers, partners, and internal contacts, ensuring value realization and managing issues.
• Understand and influence stakeholder needs, manage expectations, and lead value-based conversations.
• Gather feedback, identify customer patterns, and prioritize efforts to meet critical needs.

Technical Relevance

• Coach team on technical and industry knowledge, stay current with Microsoft insights, and advise customers on technology trends.

Customer Success Leadership

• Lead strategic conversations, promote growth opportunities, and align customer investments with organizational goals.
• Develop and deliver strategic roadmaps, manage stakeholder expectations, and ensure delivery excellence.
• Identify and resolve blockers, support customer adoption, and ensure value delivery to maximize growth and retention.

Other

• Represent Microsoft’s values and culture.
• Benefits and perks vary by employment type and country, including healthcare, educational resources, discounts, leave policies, and networking opportunities.