Microsoft Customer Success Manager - CSP

Overview

Microsoft Customer Success Manager - CSP Avanade seeks a Microsoft Customer Success Manager (CSM) to manage and grow customer relationships within the Microsoft Cloud Solution Provider portfolio. This role is focused on driving customer adoption, satisfaction, retention, and expansion across Microsoft cloud services, while acting as the high touch, post sale success partner for CSP customers.

Responsibilities

• Serve as a point of contact for CSP customers post sale.
• Assist with onboarding, adoption, and ongoing success across Microsoft cloud services.
• Develop and execute customer success plans aligned to business outcomes.
• Monitor customer health, usage, and satisfaction to proactively address risks.
• Identify upsell, cross sell, and renewal opportunities in collaboration with sales teams.
• Coordinate support, escalation, and issue resolution across Avanade and Microsoft.
• Conduct regular customer reviews to demonstrate value and progress against goals.
• Advocate for the customer internally, ensuring alignment across delivery and support teams.
• Maintain accurate customer data, success metrics, and forecasting.
• Support renewals and retention efforts within the CSP lifecycle.

Key Performance Indicators

• Increase CSP recurring revenue.
• Maintain 75%+ CSP renewal attainment.
• Unlock licensing opportunities.
• Conduct quarterly customer education - workshops and webinars.

Qualifications

• 3+ years experience in customer success, account management, or service delivery.
• Experience managing Microsoft CSP customers and cloud subscriptions.
• Strong understanding of Microsoft cloud platforms (Azure, M365, Dynamics preferred).
• Proven ability to manage customer relationships and drive adoption outcomes.
• Experience working in a services or managed services environment.
• Strong communication, presentation, and stakeholder management skills.
• Ability to collaborate across sales, technical, and operations teams.
• Experience using customer success metrics and health indicators.

Education, Certifications, and Experience

Microsoft Licensing Certifications - must maintain Microsoft Cloud Certification.

3+ years experience managing Microsoft CSP customers and cloud subscriptions.