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Job Details
Posted date: Jan 22, 2026
There have been 2 jobs posted with the title of Principal Customer Success Account Management-CTJ-Secret all time at Microsoft.There have been 2 Principal Customer Success Account Management-CTJ-Secret jobs posted in the last month.
Category: Customer Success Account Mgmt
Location: Washington D.C., DC
Estimated salary: $201,600
Range: $130,900 - $272,300
Employment type: Full-Time
Work location type: 0 days / week in-office – remote
Role: Individual Contributor
Description
OverviewMicrosoft Federal is a unified organization purpose-built to serve the U.S. Government, bringing together sales, contracting, delivery, and enablement under a single operating model. Our mission is to help federal customers adopt Microsoft technologies at the pace, scale, and rigor required to deliver critical government missions.
As federal agencies modernize in a cloud and AI-driven economy, success depends not only on technology deployment—but on executive-led adoption, organizational change, and value realization. Microsoft Federal partners with senior government leaders to ensure cloud, security, and GenAI investments translate into measurable mission outcomes.
Role Overview
We are hiring a Senior Principal Customer Success Account Manager focused exclusively on executive-level adoption and change orchestration for Microsoft’s largest and most complex U.S. Federal customers.
This role provides strategic leadership, executive alignment, and adoption governance, ensuring that priorities are clear, outcomes are measurable, and execution is coordinated across Microsoft teams. You will serve as the senior adoption authority —shaping customer strategy, influencing executives, and orchestrating Microsoft resources across Customer Success Units (CSU), ISD, and partner teams.
Key Responsibilities
Lead executive-level adoption and change strategy for large, multi-year, cross-cloud federal programsAlign senior government stakeholders and Microsoft leadership on outcomes, priorities, and success metricsOrchestrate work across Microsoft delivery, engineering, and partner teams without direct authorityEstablish structured adoption roadmaps tied to mission objectives, cloud consumption, security posture, and GenAI valueDrive data-driven governance, risk management, and value realization at the portfolio levelAct as a trusted advisor to federal executives navigating organizational, operational, and cultural change Recommended Experience
Proven executive-level adoption and change leadership in complex enterprise or federal environmentsStrong executive presence with the ability to influence senior leaders across government and industryDemonstrated success orchestrating large, matrixed teams without formal reporting authorityDeep understanding of U.S. Federal customers, missions, and operating constraintsStrategic and technical fluency across cloud platforms, cybersecurity, and GenAIStructured, analytical approach to adoption planning, outcome tracking, and value realization
Responsibilities
Customer Relationship ManagementIdentifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels and coaches others to communicate effectively in business value conversations.Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders. Expands and holds accountability for executive customer and partner relationships with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer priorities with shared accountability for the creation of shared customer account plans to support customer objectives specific to the customer's business transformation programs and common to the industry. Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. Shares industry trends with customers in terms of Microsoft current practices for their industry.Customer Success LeadershipLeverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, ensure delivery on and continuously refine Customer Success Plans (CSPs), and identify opportunities for consumption optimization. Holds accountability for identified consumption milestones and their completion. Partners with customers to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities, and develop and execute CSPs to meet them in order to manage consumption holistically across the entire portfolio. Proactively drives business growth strategies.In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages, improves upon, and streamline Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Proactively anticipates, identifies, and mitigates customer blockers and risks by leveraging Microsoft solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Embraces the organizational and customer success strategy to maximize customer's investments and value. Drives and agrees upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customer's goals and objectives. Drives account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.Technical RelevanceUnderstands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, Dynamics) to expand upon and accelerate customer needs and priorities. Leverages deep foundational industry, technical expertise, and visionary mindset to enable customer success. Articulates cross-cloud technology, solutions, and services in a compelling way to internal and external stakeholders. Evangelizes Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
Qualifications
Required/minimum qualifications
Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. Other Requirements Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:  The successful candidate must have a minimum of an active U.S. Government Secret Security Clearance . Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination. Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.     Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance     Additional or preferred qualificationsMaster's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.5+ years relevant work experience within customer industry.Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.Project Management Institute (PMI) or equivalent Project Management certification.Prosci or equivalent certification.
Customer Success Account Mgmt IC5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $272,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
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.
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