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Copilot - Principal Customer Success Account Manager

Microsoft· Customer Success Account Mgmt
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Singaporefull-timePosted 4w ago

About the role

The CSAM is accountable for helping strategic customers realize measurable business value from Microsoft cloud investments, with a focused role on ASEAN AI Copilot Value Realization, owning governance, planning, and execution of M365 Copilot across top accounts.

Responsibilities

  • Establish clear success criteria and business outcomes with executive sponsors for top Copilot deals, aligning priority use cases and value realization.
  • Lead adoption governance, including program management, milestone planning, scheduling, and progress tracking across the customer and Microsoft deal team.
  • Own executive relationship orchestration and success plan governance for strategic customers; provide adoption and measurement toolkits to customers, partners, and internal teams.
  • Facilitate governance reviews and performance checkpoints to monitor progress against success criteria and drive issue resolution.
  • Lead cross-functional execution across CSAMs, Cloud Solution Architects, Engineering, sales, partners, and services teams.
  • Anticipate customer risk, remove delivery blockers, and maintain escalation paths.
  • Represent the voice of the customer in internal planning, investment, and prioritization discussions.
  • Own end-to-end business transformation engagements, partnering with C-suite to define AI-driven operating models, governance, and measurable outcomes tied to strategic priorities and P&L impact.
  • Engage with customer executives and decision makers to maintain outcome clarity and sponsorship; align growth ownership and delivery priorities across CSU leadership and cross-functional teams.
  • Validate ECIF scope, ACR ROI assumptions, and account-level growth opportunities with CGMs and sales leaders.
  • Connect support investments to customer outcomes and growth priorities with Unified and services teams.

Qualifications

  • Significant experience in customer success, account leadership, AI solutions, cloud adoption, or enterprise technology transformation.
  • Proven ability to lead senior stakeholder alignment across customer, sales, technical, services, and operations teams.
  • Strong commercial judgment, including linking customer outcomes to ROI governance and AI monetization.
  • Experience managing complex plans across multiple workstreams, owners, and review cadences.
  • Executive communication skills with the ability to simplify complex topics.

Skills

Required:Executive stakeholder managementAccount leadership
Last updated Sep 24, 2026. Interested? Apply on the company site.

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