Customer Success Account Management

Job description

**Overview** The CSAM is an **early-in-career Finnish-speaking Customer Success Account Manager** who delivers standardized customer success outcomes spanning executive partnership, solution health, cloud adoption, and AI acceleration activities. These CSAMs act within a pod model and support customers across Finland and other Nordic markets where applicable. Working under the direction of senior CSAMs and a Manager, the CSAM operates within a defined pod covering a shared portfolio of accounts. The role contributes to portfolio-level intelligence, execution orchestration, and reactive signal aggregation, reducing context-switching for senior CSAMs and accelerating customer outcomes. As a customer-facing professional, the CSAM builds trusted relationships with stakeholders in Finnish and English, helping customers realize value from their Microsoft investments, accelerate cloud adoption, and achieve their business objectives. This is a talent-engine role: CSAMs are AI-first, customer-facing from month three, and grow through structured cohorts, mentoring, and community-based learning. Native or fluent Finnish language skills, combined with strong communication and collaboration capabilities, are essential to success in this role. **Responsibilities** ## Executive partnership and execution - Execute standardized executive partnership, solution health, cloud adoption, and AI acceleration tasks under direct guidance from senior CSAMs or CSU leaders. - Support agent and Copilot adoption motions across assigned pod accounts. - Complete assigned activities accurately and on time; escalate exceptions rather than independently diagnose them. ## Portfolio-level intelligence and preparation - Maintain deep, current account context across the pod’s defined portfolio. - Synthesize account signals into “what’s changed / what matters now” - Detect risks, upcoming deliveries, upcoming milestones, and open threads. - Detect portfolio patterns such as recurring blockers across multiple accounts. ## Execution orchestration (not delivery) - Track delivery and milestone progress with partners and CSAs on behalf of senior CSAMs. - Map dependencies across workloads and milestones. - Proactively flag drift before the customer raises it. - Coordinate remediation follow-ups across internal teams. ## Reactive signal aggregation - Monitor reactive support signals – case volume, aging, repeat drivers – across the pod portfolio. - Aggregate reactive trends into portfolio-level views and surface early warnings of escalation risk. - Track follow-through on Support, IM, and Service Manager commitments; chase stalled internal owners. - Distill reactive noise into CSAM-ready insights, not raw data. ## Operating model - Operate within a pod model covering a shared portfolio of accounts. - Work under direct oversight of the Manager and senior CSAMs assigned to the pod. - Limit interactions to task execution and information capture; executive partnership and account governance is led by the senior CSAM. # Example Activities *Activities below are illustrative, not exhaustive. The same executive priorities apply because the role is still a CSAM.* ### Strengthen Customer Health - Maintain running summaries of reactive health per account for CSAM pre-briefs. - Surface repeat incident patterns and systemic drivers. - Translate reactive trends into Customer Health Recommendation inputs. - Flag candidates for proactive Success Programs and remediation focus. ### Accelerate Cloud Adoption - Track deliveries that support adoption milestones and usage signals across pod accounts. - Coordinate with delivery partners and CSAs on adoption commitments. - Prepare adoption inputs for CSDRs and executive discussions. ### Advance AI Transformation - Monitor agent and Copilot adoption velocity across the pod. - Aggregate AI transformation blockers and opportunities into portfolio views. - Support readiness for AI-related Success Program intake. ### Earn Customer Trust Every Day (Executive Partnership & Planning) - Reduce CSAM context-switching by owning “what needs attention this week” across pod accounts. - Drive follow-up actions after reports, reviews, and assessments. - Keep execution honest on dates, owners, and readiness. - Participate or support CSP or CSDR activities. **Qualifications** ## Required - Bachelor’s degree (any discipline) or equivalent early-career experience. - 0–2 years of professional experience in program management, customer-facing operations, technology delivery, or analytics. - Legally authorised to work in the location where this role is based - Finland (Legally authorised = you hold citizenship or have been granted a valid visa or work permit.) - Strong written and verbal communication in English plus the language(s) required for the assigned hub, Finnish. ## Preferred - Coursework or experience in program management, business operations, or an MBA in progress or completed. - Exposure to enterprise software, cloud platforms, or B2B customer success. - Experience working in pod, squad, or matrixed team structures. #EiP #MCAPSEiP Customer Success Account Mgmt IC1 - The typical base pay range for this role across Finland is € 39,900.00 - € 59,900.00 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. --- Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about [**requesting accommodations.**](https://careers.microsoft.com/v2/global/en/accessibility.html)