Copilot - Principal Customer Success Account Manager

Role Summary The Customer Success Account Manager (CSAM) is accountable for helping strategic customers realize measurable business value from Microsoft cloud investments. The role connects customer success planning, adoption execution, commercial governance, and executive stakeholder orchestration across the Customer Success Unit (CSU). In addition to standard CSAM accountabilities, this role carries focused business ownership on ASEAN AI Copilot Value Realization, by Owning and leading the governance, planning, and successful execution of M365 Copilot across the Top accounts. Act as a Senior Advisor and orchestrator between Microsoft, customer stakeholders, and partner organizations to ensure trials deliver measurable business value and support successful adoption and commercial outcomes.

Purpose The role exists to improve customer outcome realization from our AI platform while strengthening CSU contribution to growth. The CSAM leads through influence across customer executives, CSU leaders, Sales stakeholders, Unified teams, and CGMs, ensuring that customer success plans translate into measurable adoption, consumption, and return on investment.

Core Accountabilities Establish clear success criteria and business outcomes with customer executive sponsors and key stakeholders for top Copilot deals, aligning priority use cases and expected value realization. Lead the adoption governance, including program management, milestone planning, scheduling, and progress tracking across the customer and the wider Microsoft deal team. Own executive relationship orchestration and success plan governance for strategic customers, Provide customers, partners, and internal Microsoft teams with adoption and measurement toolkits, including performance monitoring frameworks, survey templates, feedback mechanisms, and success metrics to assess trial effectiveness. Facilitate ongoing governance reviews and performance checkpoints to monitor progress against established success criteria and drive issue resolution where required. Lead cross-functional execution across CSAMs, Cloud Solution Architects, Engineering, sales teams, partners, and services teams. Anticipate customer risk, remove delivery blockers, and maintain clear escalation paths. Represent the voice of the customer in internal planning, investment, and prioritization discussions. Additional Business Responsibilities Stakeholder Engagement This role operates as a senior cross-functional orchestrator. Success depends on consistent alignment across customer executives, CSU leadership, CGMs, account teams, Unified teams, finance and operations stakeholders, and delivery partners. Own end-to-end business transformation engagements, partnering with C-suite leaders to define AI-driven operating models, establish governance, align organizational change, and deliver measurable business outcomes tied to strategic priorities and P&L impact. Customer executives and business decision makers, to maintain outcome clarity and executive sponsorship. CSU leadership and the CSAM/CSA community, to align growth ownership, delivery priorities, and escalation paths. CGMs and sales leaders, to validate ECIF scope, ACR ROI assumptions, and account-level growth opportunities. Unified and services teams, to connect support investments to customer outcomes and growth priorities. Success Measures Exceed our M365 Copilot & Cowork targets & growth plans. Customer success plans demonstrate measurable adoption, consumption, and outcome progress. Stakeholders can see a single CSU point of accountability for business growth orchestration across these priorities.

Required 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