Customer Success Account Management (CSAM) Manager

** Overview*
* In Elevate, we are leading a high-growth, AI-powered global sales team-one that is deeply connected to our partners and driven by customer success. Elevate's mission is to widen the circle of opportunity by strengthening education, social impact and workforce systems so people can thrive in the AI economy.  We do this by strengthening the institutions and systems communities rely on so people can learn, work, and thrive in the AI economy, bringing together trusted technology, training, and partnerships to help ensure AI delivers real opportunity.

Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation. Elevate is more than a sales organization-it's a culture of innovation, opportunity, and inclusivity. Here, you'll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do. If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how Elevate can be the next step in your career.

Together, we are shaping the future of business.    

As a Customer Success Account Management (CSAM) Manager, you lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development delivering on customer cloud health and adoption, cloud service management, customer relationship management, and customer success leadership. This is an exciting role that will help fuel customer success through your leadership with customers, and the teams that you empower!  

This role has direct people management responsibility for CSAMs, has overall accountability for their team's end-to-end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders. Through their team the CSAM Manager is responsible for driving a repeatable and predictable business through customer engagement, strong business and team management, and by leading a team through a coach, model, care framework to drive strong customer outcomes aligned to their top priorities.

This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio. 

** Responsibilities*
* Customer Relationship Management

+ Leads by example through owning operational executive relationships with key customers, partners, and internal contacts to further Microsoft's customer success goals, targeting executives (as appropriate).  Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities.

+ Identifies, understands, influences, challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations with key stakeholders.

+ Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations and coaches others to do the same. Prioritizes resource efforts to meet the most critical needs and expectations of customers. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.

Customer Success Leadership

+ Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coaches team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success…