Customer Success Account Management Leader- CTJ - Top Secret

Customer Success Account Management Leader, US Federal Customer Success Unit   Step into a leadership role where you shape how Microsoft drives customer success across the U.S. Federal market. As the Customer Success Account Management (CSAM) Leader within our U.S. Federal Customer Success Unit, you will lead a multi-manager organization—Customer Success Account Manager (CSAM) Managers and their teams—dedicated to orchestrating the delivery capabilities that help federal agencies achieve mission outcomes at scale. U.S. Federal customers are modernizing critical operations, strengthening national security, improving citizen services, and advancing workforce productivity while navigating complex security, compliance, sovereignty, and acquisition requirements. You will lead the teams that translate Microsoft cloud and AI investments—including Azure, Copilot, Data and AI, and Security—into measurable mission value, resilient operations, secure adoption, and durable consumption growth while building the next generation of customer success leaders. In this role, you will set the strategy and rhythm of business for your organization, develop and coach your managers, own senior customer, partner, and internal executive relationships, and hold end-to-end accountability for customer success planning and delivery. If you are energized by building high-performing leadership teams, accelerating responsible cloud and AI adoption, and helping federal agencies deliver meaningful outcomes for the nation, this role is for you.  Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

People Leadership — lead at scale through your team. Deliver success through empowerment and accountability by modeling, coaching, and caring: set the vision and objectives for your organization, develop and coach your CSAM Managers, enable success across boundaries, and invest in the growth of leaders and individual contributors alike. Attract, retain, and grow diverse U.S. Federal customer-success talent.   Executive Relationship Management. Lead by example by owning the most senior operational and executive relationships with key federal customer, partner, and internal stakeholders—ensuring agencies realize planned value, anticipating and managing escalations, and deepening relationships to advance mission outcomes and identify opportunities for broader adoption.   Customer Success Strategy and Growth. Coach your teams to develop and deliver strategic roadmaps with agency executives, prioritize engagements aligned to agreed-upon mission outcomes and account priorities, and connect Microsoft’s Azure, AI, and Copilot portfolio to secure modernization, data transformation, workforce productivity, and mission resilience.   Delivery Excellence and Risk Management. Guide your organization to anticipate, identify, and mitigate customer blockers and delivery risks by mobilizing Microsoft resources and building executable programs of work; Act decisively on delivery performance gaps, require corrective action, and ensure predictable execution at scale.  Consumption and Value Realization. Mobilize resources to accelerate secure adoption and active usage of Microsoft cloud and AI services, maximize retention, minimize churn, and deliver durable consumption growth across the U.S. Federal portfolio while holding teams accountable for consumption pipeline conversion, and forecast accuracy.  Technical Relevance. Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Directs customers on, coaches team members on and