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Principal, Partner Success Manager

Microsoft· Partner Success
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Tokyo Full-timePosted 3w ago

About the role

The Principal Partner Success Manager (PSM) is a delivery-oriented specialist who helps Cloud Solution Provider (CSP) partners mature their support capabilities and become self-sufficient, reducing escalations to Microsoft and delivering the best customer experience and fastest resolution. Works with a portfolio of top partners to benchmark their support maturity, co-author joint execution plans, and deliver technical briefings, success programs, and operational IP to build partner self-sufficiency.

Responsibilities

  • Benchmark Customer Success Capability. Lead structured Support Capability Benchmark assessments with assigned partners to baseline support maturity across organizational posture, operational capability, and technical capability; surface strengths and priority gaps.
  • Prioritize. Prioritize the highest-impact focus areas with the partner and map each to the right Microsoft proactive services, learning paths, and certifications.
  • Co-author the plan. Co-author a joint, partner-endorsed execution plan with Customer Success Account Managers (CSAMs) and Service Managers, securing partner sign-off on goals, owners, and milestones.
  • Align to priorities. Align the plan to the partner’s business priorities and to Microsoft’s support self-sufficiency outcomes.
  • Drive self-sufficiency. Drive partner support self-sufficiency by analyzing top call drivers and the partner’s support operations, and by scaling support best practices that increase case deflection and self-resolution.
  • Reduce escalations. Own reduction of the partner’s escalation rate to Microsoft as your core accountability, helping partners resolve more cases independently.
  • Deliver enablement. Deliver Support Technical Briefings, Support Success Programs, and operational IP that mature the partner’s organizational, operational, and technical support posture across Azure, Microsoft 365, and identity and security.
  • Position services. Position proactive services and case-enablement assets (for example, incident readiness, reliability and observability, and Well-Architected reviews) to create measurable deflection.
  • Review progress. Track progress against the execution plan and contribute to Partner Success Delivery Reviews (PSDRs) with sponsoring partner leaders, adjusting focus as the partner matures.
  • Orchestrate the team. Orchestrate delivery across the account team (CSAM, Cloud Solution Architect, Service Manager, and Partner Development Manager) and engage Microsoft technical resources when specialized help is needed.
  • Advise partners. Serve as a trusted support-delivery advisor to partner support and services leaders, building durable relationships grounded in outcomes rather than transactions.
  • Embody our Culture and Values.

Qualifications

  • Bachelor’s Degree in Business, Computer Science, Information Technology, Engineering, or related field AND 8+ years of experience in customer success, support delivery, technical account or service management, partner management, consulting, or related field
  • Native-level Japanese and business-level English fluency (English resume required)
  • OR equivalent experience.

Skills

Required:Customer Success / Partner ManagementMaturity assessments / capability benchmarks
Nice to have:Technical briefings / workshops
Last updated Oct 2, 2026. Interested? Apply on the company site.

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