Customer Success Manager

About the role

MicroAge is seeking a Microsoft Client Success Manager (CSM) to own post-sale services success, account health, and client satisfaction for our top Microsoft enterprise and Managed Services Provider (MSP) clients. This role has a strong focus on driving value for our Microsoft clients. The CSM is accountable for ensuring clients realize measurable value while proactively managing risk and CSAT and helping us grow our Microsoft business.

Responsibilities

• Microsoft Service Delivery Account Ownership: Serve as the primary post-sale success owner for assigned Microsoft enterprise and MSP accounts
• Develop and maintain client success plans aligned to business outcomes and drive business value
• Engage directly on at least a monthly basis with technical, operational, and executive client stakeholders
• Translate client priorities into clear adoption and success roadmaps
• Schedule and conduct quarterly business reviews (QBR’s) with each assigned account
• Engage with the Project Management Office (PMO) for any project-based Microsoft service delivery for assigned clients as a client advocate and address any delivery friction or resource concerns
• Escalation point of contact for services CSAT issues for assigned clients and lead cross-functional collaboration to resolve those issues
• Microsoft Value Focus: Drive adoption and value realization for Azure, Microsoft 365, Security, Power Platform, Data/AI, and Copilot
• Promote and align AI services and solution offerings to client goals
• Understand CSP and MSP operating models, renewals, and consumption drivers
• Coordinate Microsoft resources such as FastTrack and support escalation when appropriate
• Sales Partnership (Non-Quota): Partner with Account Executives on strategic account planning and client alignment around Microsoft for assigned accounts
• Support renewal readiness and expansion conversations through success insights
• Identify upsell and cross-sell signals based on adoption and outcomes
• Hand qualified opportunities to Sales while retaining success accountability

Requirements

• 5+ years in Microsoft related Client Success, MSP Success, Technical Account Management, Program Management, or Services Leadership
• Experience within the Microsoft ecosystem (partner, MSP, CSP, or Microsoft)
• Ability to engage enterprise and MSP clients directly at all levels of management
• Working knowledge of Microsoft cloud platforms
• Understanding of PMO processes and CSAT methodologies
• Strong communication skills and executive presence

Benefits

Starting at $100k - $125k (DOE)