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Customer Success Manager-modern Work

Microsoft - Melbourne, VIC

Source: uWorkin


Customer Success Manager (CSM) - Modern Work

Microsoft’s vision has a deep sense of meaning - to empower every person and organization on the planet to achieve more. Our culture is centred on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world.

We are always learning, leaning into uncertainty, taking risks, and learning quickly from our mistakes. We build on each other’s ideas, because we are better together.

As the heart of our transformation, we are hiring for someone who has a passion for customer success, strengths in building business relationships, a natural curiosity, creativity, and proven change and adoption management skills.

Can you help us to achieve our mission? Can you picture yourself joining our amazing Customer Success Unit, where you would be working with our clients to help them derive business value, and transform the way they work? Do you have that passion, drive and energy to be part of our dynamic team?

If so, we are seeking a Customer Success Manager (CSM) to drive our Modern Workplace consumption offerings, especially Microsoft Teams. This is a business facing role that is accountable for the end-to-end customer Cloud deployment experience for Microsoft O365.


Your focus and responsibilities

  • Put simply, your focus is Customer Success = Microsoft Success
  • Be accountable to drive high usage of Teams within customers, by driving the creation and execution of a thorough and action-oriented adoption plan.
  • Build, maintain and leverage appropriate Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) with each customer, to influence solution adoption, create strong support for new opportunities, and, to secure willingness to advocate on Microsoft Teams.
  • Provide customer lifecycle focus, from deployment through usage, adoption and continual consumption. The goal is to drive use of Microsoft Teams deeply in to a customer’s business and enabling them to realise business value.
  • Demonstrate advanced insights and understanding of customer’s business/industry and challenge appropriately the way a customer views both their business and processes.
  • Maximise the client's return on investment in Microsoft products and services, drive usage of Cloud services (focus is Microsoft Teams), increase reference-ability and broaden upsell/cross-sell opportunities.
  • Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them.
  • Be accountable to drive high usage of Microsoft 365 Cloud services (focus is on our Microsoft Teams Meetings and Teams Platform) within customers, by driving the creation and execution of a thorough and action-oriented Adoption Plan.
  • Leverage industry and deep functional expertise to expand the customer’s use of existing workloads, and to identify new workloads.
  • Build/maintain rapid channel of communication to customer in case of online service-related issues and events.
  • Orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal Microsoft sales and Services teams and be highly connected to Microsoft SMEs throughout the customer’s Microsoft 365 lifecycle.
  • Represent the “Voice of the Customer,” specifically key business decision makers, within Microsoft.


Requirements we look for
  • Energetic, self-motivated, proactive team player with creative ideas to inspire customers to adopt
  • A positive attitude and strong interpersonal skills that establish Trusted Advisor relationships with clients.
  • More than five years of experience in Customer Success, account management or strategic consulting organisations.
  • Experience in driving Microsoft 365 transformation in enterprises through effective change management and adoption highly preferred.
  • Deep understanding of SaaS customer engagement.
  • Experience in functional Microsoft 365 consulting with top consulting firms or Microsoft 365 vendors, or in a pre-sales Microsoft 365 solution engineering capacity for a key Microsoft 365 vendor. Experience in both consulting and pre-sales is ideal.
  • Proven ability to map the customer’s business process to product capability. Demonstrated ability to use storytelling and customer evidence to connect technology to customer’s business processes and desired business outcomes.
  • Outstanding executive engagement skills with an ability to establish strong relationships with business decision makers.
  • Strong organisational/time management skills and the ability to manage multiple projects simultaneously.
  • BA/BS/MBA degree or equivalent work experience.
  • Demonstrated ability to effectively manage complex projects, align resources and manage to measurable business and technology outcomes.
  • Cultural awareness and appreciation for diversity.
  • Willingness to travel - up to 40%.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.