Customer Success Unit Leader, ASEAN

Microsoft; Singapore; On-site; SGD 100,000 - 140,000; Full time

Job summary

A leading technology company in Singapore is seeking an experienced Customer Success Manager to lead post-sales value realization for strategic customers. The ideal candidate will have extensive experience in consulting or technology solutions, coupled with strong people management skills. You will orchestrate cross-functional resources to deliver measurable outcomes and drive customer success strategies, while also being responsible for team development and customer advocacy.

Benefits

Health benefits

Professional development opportunities

Flexible hours

Qualifications

• 8+ years related work experience in technology solutions or consulting.
• 4+ years people management experience.
• Experience managing cross-functional teams.

Responsibilities

• Lead post-sales value realization and long-term adoption for strategic customers.
• Orchestrate technical and product resources to deliver measurable outcomes.
• Champion customer voice to product/engineering.

Skills

Customer advocacy

People management

Change management

Business analysis

Cross-functional collaboration

Education

Bachelor's Degree in Business, Engineering, Technology

Master's Degree in Business, Engineering, Technology

Job description

Overview

Date: 4 days ago

Area: Boon Lay, West • Contract: Full time

Mission (Purpose): Lead post‑sales value realization and long‑term adoption for a portfolio of strategic customers, orchestrating cross‑functional resources to deliver measurable business outcomes while protecting and expanding ARR.

What Good Looks Like (Top Outcomes)

• Business outcomes realized for top accounts (documented use cases, quantified impact, executive validation).
• Health/adoption leading indicators green for 80% of portfolio; targeted recovery plans for at‑risk workloads.
• Net revenue retention (NRR) 100% with expansion led by realized value and multi‑product adoption.
• Executive sponsorship engaged (QBRs/EBRs with actioned decisions) and multi‑threaded stakeholder maps.
• Predictable success plans in CRM with clear owners, dates, risks, and ROI hypotheses.
• Customer advocacy built (references, case studies, community participation) without compromising trust.

Core Responsibilities

• Own the Customer Success Plan (CSP) and adoption roadmap; align to customer OKRs and CFO‑level value metrics.
• Run structured EBR/QBR cadence; surface risks early; drive decision logs and executive escalations when needed.
• Orchestrate technical, partner, and product resources; remove blockers; ensure deployment usage value.
• Quantify value via KPIs (time‑to‑value, cost avoidance, revenue uplift, risk reduction) and share back with execs.
• Champion customer voice to product/engineering; file prioritized feedback tied to impact and prevalence.

Responsibilities

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Understanding the Customer

• Fosters alignment with internal teams on customer's business priorities, within and across solution areas. Takes ownership in understanding customer business, needs, and strategy across all aligned accounts, leveraging broad influence of market and representing Microsoft at the industry level. Gains insight and credibility as a trusted partner by influencing customers, providing thought leadership, and partnering with the customer to better understand their needs and digital transformation priorities. Leverages an external perspective with customers, bringing in insights from previous customer experiences. Anticipates market direction around technology to ensure team is equipped with the appropriate capabilities. Coaches teams to develop and leverage understanding of customer business and industry. Guides building and/or expansion of stakeholder map, as needed.

Driving Business Value Realization

• Drives best practices and innovation in delivery of customer success plans to optimize customer value across accounts and stay aligned with strategic vision. Provides data‑driven recommendations in defining success measures and promotes long‑term customer success strategy with team. Coaches team to build customer success plans and utilizes them to build account team plan, leveraging own expertise and hands‑on experiences (e.g., success plan workshops). Aligns multiple engagement plans and leverages corporate resources dedicated to awareness improvement of high potentials (e.g., Skills Learning platform). Facilitates cross‑team and business unit collaboration (e.g., with Engineering, Partners, Cloud Solution Architects) to accelerate business value realization and ensure progress reporting. Facilitates team connections with technical and sales experts to drive business value realization. Leads team to cultivate successful customer outcomes as references/case studies in order to accelerate the velocity of all current and future customers.

Driving Consumption

• Manages teamwork with business development managers (BDMs) and key stakeholders to execute actions outlined in the Customer Success Plan. Ensures teams are using change management principles to drive change effectively. Ensures accountability for resolving consumption blockers by galvanizing resources and solutions. Identifies patterns in blockers and success factors and develops execution strategies to resolve and prevent them in the future. Coaches teams on best practices for handling escalations. Provides insight to de‑escalate risks in customer scenarios. Works across teams to leverage Microsoft insights that strengthen and fuel new commercial growth and consumption.

Guiding Customer Success Strategy

• Acts as a strategic partner to executive‑level business and technical decision makers. Drives action and influences decision makers to accelerate the customer. Challenges customer on their course of action and elicits action to accelerate time to value. Leverages expertise in relationship building and influencing to mentor team in building strategic partnerships. Communicates standards for leveraging CSU solution area engagement frameworks to guide customer success strategy, create customer journey maps, and produce customer success plans.

Partner Engagement

• Leverages partner network to create influence and connect the partners’ ecosystem and/or services to deliver business outcomes. Collaborates with internal teams to develop strategic offerings that support plays. Guides and coaches team in leveraging partner network for influence. Influences the development and landing of cross‑solution consumption motions with partners.

Cross‑Team Collaboration

• Leads and optimizes dynamic, cross‑functional internal teams to drive business outcomes, enable execution of customer success through One Microsoft, and inform programmatic improvements. Leads rhythms of business and oversees processes to ensure efficiency. Aligns forecasting with cross‑functional teams. Orchestrates across subsidiaries to drive consistency in approach for global junior staff and experience. Oversees collaboration on joint solution identification with key stakeholders in other solution areas to increase relevance and drive value.

Operational and Execution Excellence

• Provides support for teams to maintain operational excellence and customer health; coaches to leverage tools and insights; orchestrates ROB for the Operating Unit; reports to leadership on insights. Drives governance and best practices to optimize execution across customers. Drives accountability, coaching, tool usage, follow‑ups, and pipeline hygiene. Contributes thought leadership to improve operational excellence initiatives. Utilizes standard tools and helps develop new tools for accurate engagement hygiene. Oversees updates provided to senior stakeholders on customers' transformation initiatives.

Customer Trust and Advocacy

• Empowers teams as the voice of the customer; advocates for feedback to shape strategy and drive resolutions. Represents the customer to internal teams to influence product roadmaps and decisions. Builds trust with executive and senior customers/partners; showcases high‑impact successes as references. Creates a culture of advocacy and establishes trusted‑advisor status. Drives executive sponsorship within customer/partner organizations to support transformation journeys.

Community Involvement

• Coaches teams to build and leverage networks; leads events and communities to drive enablement and scale. Participates in the global community through blogs, whitepapers, events, etc. Collaborates on engagement frameworks and programs; shares success stories and best practices.

Technical Development

• Mentors team members; enables development opportunities; promotes continuous learning of Customer Success discipline and relevant technical skills. Coordinates updates of business process knowledge across industries and workload requirements.

Specialty Responsibility

• Guides teams to engage with customers to drive use cases and business value; prioritizes KPIs; fosters collaboration across solution areas; coaches teams to secure executive sponsorship and connect customers with resources to drive alignment.

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Engineering, Technology, or related field AND 8+ years related work experience (e.g., consulting, pre‑sales/post‑sales, business analysis, technical sales, technology solutions, change management, line‑of‑business leadership)
• OR Master's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre‑sales/post‑sales, business analysis, technical sales, technology solutions, change management, line‑of‑business leadership)
• OR equivalent experience.
• 4+ years people management experience.

Additional or Preferred Qualifications

• Bachelor's Degree in Business, Engineering, Technology, or related field AND 12+ years related work experience (e.g., consulting, pre‑sales/post‑sales, business analysis, technical sales, technology solutions, solution architecture, change management, line‑of‑business leadership)
• OR Master's Degree in Business, Engineering, Technology, or related field AND 10+ years related work experience (e.g., consulting, pre‑sales/post‑sales, business analysis, technical sales, technology solutions, solution architecture, change management, line‑of‑business leadership)
• 2+ years experience managing people managers.
• 4+ years experience in change management and/or technology adoption.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.