22 Customer Success Manager jobs in Australia

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
**What you get to do in this role:**
This role is part of the Global Guided Impact organization. The Customer Success Manager serves as a named resource to customers who purchase ServiceNow Impact Guided, a value acceleration product that combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimize platform health, and realize value faster. The Customer Success Manager orchestrates all deliverables Impact Guided customers are entitled to, drives consumption of Impact accelerators, and training courses.
Responsibilities:
+ Oversee a large portfolio of commercial and enterprise accounts.
+ Responsible for orchestration of all ServiceNow Impact Guided deliverables, entitlements, and customer experience.
+ Ensure customers are technically healthy and on the most recent version of our product.
+ Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses.
+ Prioritizing and driving resolution on escalated customer issues.
+ Partner with account teams to help customers meet business objectives and achieve success.
+ Build Customer Impact Plan that outlines success factors, metrics for success, potential issues, and recommendations.
+ Promote ServiceNow customer success stories and processes.
**To be successful in this role you have:**
+ Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
+ 3+ Years of related work experience; Customer Success, Project Management, Business Admin, and/or SaaS.
+ Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
+ Ability to drive effective and influential conversations with various stakeholders and leadership levels.
+ Ability to facilitate discussions and navigate customers' objections.
+ Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
+ Proven ability to collaborate effectively with cross-functional teams.
+ Committed to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologies.
+ Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.
+ Passionate about customers and value realization.
+ Outstanding communication and presentation skills.
+ ServiceNow experience and/or certifications is a plus.
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here ( . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses.
Join us. ( At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world-all in a flexible, award-winning workplace.
The Strategic Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs.
**Responsibilities:**
+ Build and foster executive-level trusted advisor relationships with the customer's IT, Engineering and Support organizations.
+ Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities.
+ Guide a customer on process, people and change management best practices to drive customers adoption of real time operations.
+ Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
+ Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline.
+ Deliver business value and innovation to a customer's business by understanding the customers' opportunity to reduce cost and drive growth.
+ When appropriate, recommend additional expert services needed to drive success.
+ Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.
+ Represent the voice of the customer to inform our sales process or product roadmap.
+ Lead the cross functional post-sales team at PagerDuty, delivering a seamless experience on behalf of the customer.
+ Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions.
+ Predict and forecast risk, renewal and expansion within the customer portfolio.
**Basic Qualifications:**
+ Experienced professional with at least 12-15 years of relevant industry expertise in dynamic, customer-facing role within a B2B SaaS organization
+ Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
+ Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
+ Experience building Business value ROI models
**Preferred Qualifications:**
+ Solid understanding of IT enterprise architecture, Devops principles and modern IT monitoring is strongly preferred.
+ Experience working in a DevOps environment or with a company going through a transition to DevOps.
PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
This role is expected to come into our Sydney office 1-2 times per week, so you can thrive in your new role and fully embrace being a Dutonian!
**Hesitant to apply?**
We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn't the right role or time - sign up for job alerts ( !
**Where we work**
PagerDuty operates a hybrid work model with offices ( in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we **cannot** employ candidates residing in:
**Location restrictions:**
**Australia:** Northern Territory, Queensland, South Australia, Tasmania, Western Australia
**Canada:** Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
**United States:** Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
_Candidates must reside in an eligible location, which vary by role._
**How we work**
Our values ( guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.
People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.
**What we offer**
As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site ( .
**Your package may include:**
+ Competitive salary
+ Comprehensive benefits package
+ Flexible work arrangements
+ Company equity*
+ ESPP (Employee Stock Purchase Program)*
+ Retirement or pension plan*
+ Generous paid vacation time
+ Paid holidays and sick leave
+ Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
+ Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
+ Paid volunteer time off: 20 hours per year
+ Company-wide hack weeks
+ Mental wellness programs
*Eligibility may vary by role, region, and tenure
**About PagerDuty**
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses
PagerDuty is Great Place to Work-certified, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.
Go behind-the-scenes on our careers site ( and @pagerduty on Instagram.
**Additional Information**
PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy ( .
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.

**What we offer**
We help the world run better.
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned with our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your contributions, and various benefit options for you to choose from. Apply Now! 
**Who You'll Become**
The Customer Success Manager (CSM) works directly with customers to guide them through their business journey with our solutions. The CSM works to increase customer satisfaction, retention, renewals, references, and upsells for Cloud products within their assigned solution portfolio. The CSM oversees key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement. The CSM is expected to serve as the strategic point of contact for the customer within the assigned solution portfolio and to leverage appropriate resources across SAP functions to maintain overall customer health.
**What You'll Do**
As a CSM within the SAP Academy for Customer Success, you will be responsible to: 
+ Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with your CSM team, that enhances your support in the CSM role, a critical customer-facing function within our dynamic Customer Success board area.  
+ Immerse yourself in multi-dimensional, experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process. 
+ Enhance skills around your solution portfolio, managing customer retention, and driving value realization.
+ Receive onboarding in your local market with on-the-job training and mentoring by a senior CSM professional in the field. You will have the opportunity to work both behind the scenes and directly with customers.
The program will enrich your knowledge of SAP and the Customer Success board area and give you the professional experience to be ready to serve our customers. We offer full-time employment from day one with practical learning application for your role. Upon successful completion of the program, you will move into a direct customer-facing CSM role in your market and continue to receive mentoring and coaching support to accelerate your growth.
**CSM focus areas:**
SAP Finance & Spend Management (F&S) - Knowledge in key areas such as accounting, procurement, and supplier management, focused on boosting visibility, cutting costs, and improving efficiency.
+ S/4HANA Finance
+ Finance & Quote to Cash(Q2C)
+ Procurement
SAP SuccessFactors (Human Capital Management - HCM) - Knowledge in core HR and payroll, talent management, employee experience management, HR analytics, workforce planning, and sales performance management.
SAP Supply Chain Management (SCM) - Knowledge in Supply Chain, Asset Management, Manufacturing, Logistics, or Product and Project lifecycle management.
SAP Customer Experience (CX) - Knowledge of e-commerce, sales, customer service, and marketing processes.
SAP Business Transformation Management (BTM) - Knowledge in Business Process Management/Business Process Automation applications.
SAP Business Technology Platform (BTP) & SAP Business Data Cloud (BDC) - Knowledge in database and data management, analytics, application development and integration, intelligent technologies, and AI. Understanding of Integration, Application, Data, Infrastructure, and Security technology domains.
**What You Bring**
+ 2-3 years of experience supporting customers and driving business transformation, ideally in consulting or account management.
+ Proven ability to deliver strategic guidance and solutions that drive customer success and long-term value, coupled with experience in resolving issues and managing escalations to ensure satisfaction and business continuity.
+ A cooperative and productive approach to working relationships, internally and externally.
+ A strong ability to quickly learn new concepts, adapt to changing environments, and apply knowledge to deliver results.
+ An understanding of AI fundamentals, uses, and ethics, to identify business problems solvable with AI.
+ A resilient mindset, embracing challenges with optimism and consistently striving for growth and success.
+ Strong Business Acumen, including demonstrated knowledge of business processes and/or industries.
+ Proficiency in English to engage with our global network.
**#SAPNextGen**
**About SAP Academy for Customer Success **
The SAP Academy for Customer Success offers a three-year journey that drives accountability and enhances productivity. It enables graduates to make a quick impact in customer-facing roles while fostering career longevity and leadership potential.
Join us for a unique opportunity to build a global network, collaborate with customers to solve real business challenges, and gain hands-on experience with world-class cloud solutions - all while learning in a dynamic environment and earning competitive pay and benefits.
#SAPAcademyforCustomerSuccess
#SAPCSCareers
SAP's employees across different regions are enabled to do their best job with the right mix of office and remote work according to country-specific guidelines and regulations. In general, our hybrid work setup consists of three days a week in the office or on-site with customers or partners.
We are planning a practical and immersive portion of our program, which will likely involve participants spending four (4) weeks, spread across two trips, in San Ramon, California. This experience is designed to provide unparalleled hands-on learning and networking opportunities. *Please note the in-person component is still in the planning phase, and the final decision will be confirmed by the first quarter of 2026. We will ensure that this information is communicated promptly, and that sufficient time is provided for necessary preparations.
During intensive phases of the program, it is critical that all participants are fully engaged and present to ensure maximum learning and success. As such, vacation will not be approved during some critical times of the program.
**We are SAP **
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs together. 
**Our inclusion promise **
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone-regardless of background-feels included and can perform at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company. We invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world. 
SAP is proud to be an equal-opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas:   or  , APJ:  , EMEA:   
**EOE AA M/F/Vet/Disability: **
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. 
Successful candidates might be required to undergo a background verification with an external vendor. 
**AI Usage in the Recruitment Process**
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.
Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: | Work Area: Sales | Expected Travel: 0 - 50% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Microsoft's **Customer Experience & Success (CE&S)** organization aims to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services.
Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?
The **Customer Success Account Manager (CSAM)** is the primary delivery leader and trusted advisor for Microsoft's strategic customers. CSAMs orchestrate cross-functional teams across Microsoft and partners to accelerate customer value realization from Microsoft's cloud platforms.
By combining technical expertise, business acumen, and deep customer insight, CSAMs lead post-sales delivery and support, ensuring alignment to customer priorities and driving adoption, consumption, and operational health across the digital cloud platform.
Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
**Responsibilities**
+ **Customer Success Leadership** Accelerate adoption across Microsoft cloud & AI, ensuring value realization through strategic execution and governance.
+ **Strategic Customer Engagement** Build trusted relationships with key stakeholders to understand their goals, align Microsoft solutions, and set clear expectations for delivery and success programs.
+ **Delivery Orchestration & Execution** Oversee delivery governance, coordinate success programs, and ensure contracts are executed timely and accurately.
+ **Operational Excellence** Ensure effective execution of engagements, guiding expectations and leading delivery teams through managing change and evolving delivery models.
+ **Technical & Business Insight** Assess account complexity, share customer context with internal teams, and monitor customer health to ensure readiness and successful delivery.
**This position requires verification of Australian citizenship** due to citizenship-based legal restrictions applicable to the role and as a result, you will need to provide a valid passport to verify your citizenship.
**NV1 Clearance is also required.**
**Qualifications**
**Required Qualifications**
+ **NV1** (Negative Vetting Level 1) security clearance or higher.
+ **Bachelor's Degree** in Business, Sociology, Psychology, Computer Science, or related field **AND 3+ years Federal Government** industry experience in **Customer Success Management** (solution delivery, practice management, customer-facing consulting, or portfolio management) **OR 7+ years Federal Government** industry experience in **Customer Success Management** experience (solution delivery, practice management, customer-facing consulting, or portfolio management).
**Preferred Qualifications** in one or more of the following:
+ Microsoft certification fundamentals level or equivalent (e.g., AWS) in relevant technologies (e.g., Azure AI, M365, Security).
+ Service Management certification (e.g. ITIL)
+ Project Management certification (e.g. PMI)
+ Change Management certification (e.g. Prosci)
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes. 
With over 17,000 employees worldwide, the mission of the Customer Success Unit (CSU) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CSU and help us build a future where customers achieve their business outcomes faster with technology that does more. 
As a **Customer Success Account Manager (CSAM)** , you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.
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.
**Responsibilities**
**Customer Relationship Management **
+ Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders.
+ Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities. 
+ Identifies, 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. 
+ Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry. 
**Technical Relevance **
+ Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities.
+ Leverages broad foundational industry and technical expertise to enable customer success.
+ Identifies complex customer scenarios (e.g., Independent Software Vendors (ISV), cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions.
+ Strengthens 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. 
**Customer Success Leadership **
+ Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers.
+ Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. 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. 
+ Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers 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. 
+ Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion. Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn. 
**Qualifications**
**Required/Minimum Qualifications **
+ Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ 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 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
+ OR equivalent experience.
**Additional or Preferred Qualifications **
+ 3+ years relevant work experience within customer industry. 
+ Microsoft or competitor equivalent 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. 
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

**Overview:**
The Customer Success Account Manager (CSAM) acts as the single customer facing, account durable leader responsible for managing and orchestrating support delivery activities within an account (set of accounts). This is inclusive of customer success, support, and transformation activities across the free-to-fee spectrum. The prevailing business priority is the customers' successful adoption and productive use of Microsoft cloud technologies.
**Customer Outcome Obsessed:** Driving customer cloud adoption and customer success is the prevailing business priority. Orchestrate and align programs, projects and delivery engagements across the 3 clouds with account team peers to deliver an exceptional customer experience to achieve prioritized customer outcomes.
**Consumption Alignment:** Leads prioritized Cloud Success programs, delivery engagements and projects to promote stronger One Microsoft collaboration around consumption across cloud workloads. Managing resources and escalating technical blockers with follow-through until resolved or workaround identified to accelerate time to value.
**Pivot to Proactive:** Ensure that customers get the most out of their support agreement and fulfill Support contract obligations. Drives high quality, proactive delivery and planning with the customer to realize customer value from support through consistent Service Delivery Management for Support execution. Prepares the selling environment for the seller. Partner with Reactive Support Management to understand customer health trends and build Operational Health Programs and support Reactive Support Management's lead during Strategic Escalations.
**Responsibilities**
**Responsibilities:**
+ Create customer value by accelerating cloud consumption/usage, supportability, and influence upsell
+ Deliver an easy and connected experience and build trust through customer centricity
+ Improve customer experience with technical intensity and actioning customer feedback
+ Orchestrate collaboration across the Customer Success Unit to drive better customer outcomes through cross cloud solutions delivering on the One Microsoft value
**Qualifications**
**Key Skills:**
+ Over ten years of experience managing the delivery of innovative IT solutions that demonstrate measurable impact on business outcomes.
+ Demonstrated ability to develop and maintain effective long term relationships at all levels in a customer organisation.
+ Broad understanding of Microsoft technologies and industry megatrends including Cloud strategies.
+ Strong Program and Project Management skills including experience with adoption/change management and Benefits realisation.
+ Solid understanding of service management and operations management.
+ Portfolio management and account planning
+ Influencing skills
+ Experience in people and process capability improvement.
+ Strategic and analytical thinker with an eye for detail.
+ Degree or equivalent in a relevant discipline.
+ Strong written and verbal communication skills
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

Microsoft's **Customer Experience & Success (CE&S)** organization aims to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services.
Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?
The **Customer Success Account Manager (CSAM)** is the primary delivery leader and trusted advisor for Microsoft's strategic customers. CSAMs orchestrate cross-functional teams across Microsoft and partners to accelerate customer value realization from Microsoft's cloud platforms.
By combining technical expertise, business acumen, and deep customer insight, CSAMs lead post-sales delivery and support, ensuring alignment to customer priorities and driving adoption, consumption, and operational health across the digital cloud platform.
Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
**Responsibilities**
+ **Customer Success Leadership** Accelerate adoption across Microsoft cloud & AI, ensuring value realization through strategic execution and governance.
+ **Strategic Customer Engagement** Build trusted relationships with key stakeholders to understand their goals, align Microsoft solutions, and set clear expectations for delivery and success programs.
+ **Delivery Orchestration & Execution** Oversee delivery governance, coordinate success programs, and ensure contracts are executed timely and accurately.
+ **Operational Excellence** Ensure effective execution of engagements, guiding expectations and leading delivery teams through managing change and evolving delivery models.
+ **Technical & Business Insight** Assess account complexity, share customer context with internal teams, and monitor customer health to ensure readiness and successful delivery.
**This position requires verification of Australian citizenship** due to citizenship-based legal restrictions applicable to the role and as a result, you will need to provide a valid passport to verify your citizenship.
**NV2 Clearance is also required.**
**Qualifications**
**Required Qualifications**
+ **NV2** (Negative Vetting Level 2) security clearance.
+ **Bachelor's Degree** in Business, Sociology, Psychology, Computer Science, or related field AND **3+ years Defence Industry** **Customer Success Management** experience (solution delivery, practice management, customer-facing consulting, or portfolio management) **OR** **7+ years Defence Industry Customer Success Management** experience (solution delivery, practice management, customer-facing consulting, or portfolio management).
**Preferred Qualifications** in one or more of the following:
+ **Microsoft certification** fundamentals level or equivalent (e.g., AWS) in relevant technologies (e.g., Azure AI, M365, Security).
+ **Service Management certification** (e.g. ITIL)
+ **Project Management certification** (e.g. PMI)
+ **Change Management certification** (e.g. Prosci)
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

**We help the world run better**
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging - but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
**COMPANY DESCRIPTION**
We help the world run better.
At SAP LeanIX, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
**YOUR FUTURE ROLE**
As a Customer Success Onboarding Manager, you will be the trusted partner guiding new customers through their onboarding journey with LeanIX. You will ensure a seamless start by managing the planning, execution, and delivery of onboarding activities while fostering strong relationships with customers and internal stakeholders.
RESPONSIBILITIES
· Lead and deliver onboarding programs through webinars, workshops, and dedicated sessions.
· Manage customer expectations, project scope, and resources to achieve successful outcomes.
· Coordinate technical and non-technical resources across internal teams.
· Track and communicate project status, risks, and issues to stakeholders at all levels.
· Handle customer escalations and ensure timely resolution.
· Improve onboarding processes and contribute to scalable best practices.
· Act as a liaison between sales, customer success, and product teams.
· Stay up to date with LeanIX products and translate customer feedback into enhancements.
· Identify opportunities for additional value and growth within customer accounts.
**YOUR PROFILE**
· 3 years' experience in a consulting or customer-facing role in IT management projects (B2B).
· Proven ability to manage multiple projects of varying complexity.
· Strong communication skills in English (spoken and written, including technical vocabulary).
· Additionally, Japanese language skills are an advantage.
· Experience working in technical roles with enterprise customers or partners.
· Understanding of IT organizations, application development, and IT operations.
· Knowledge of Enterprise Architecture and/or LeanIX solutions is a plus
**Location:** Australia, Japan or SEA.
**ABOUT THE TEAM**
Our Customer Success organization is the cornerstone of client relationships at SAP LeanIX. We strive for best-in-class retention, scalable processes, and consistently excellent customer experiences. By joining us, you will contribute to our mission of becoming a trusted advisor, empowering clients to focus on their purpose and succeed as best-run businesses.
We are committed to building a diverse and inclusive team and welcome individuals who want to make a real impact.
**Bring out your best**
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
**We win with inclusion**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program ( , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
**AI Usage in the Recruitment Process**
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process ( .
Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: | Work Area: Sales | Expected Travel: 0 - 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - Japan #LI-Hybrid

At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team-one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry's most significant investments. 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. SME&C 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 SME&C can be the next step in your career. Together, we are shaping the future of business.
Azure is the most comprehensive, innovative and flexible cloud platform today and Microsoft is seeking talented professionals that will drive customer cloud adoption within the most important companies in the market. We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other's ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.
Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?
As a CSAM, you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes. Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.
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.
**Responsibilities**
**Key Responsibilities**
Customer Strategy & Relationship Management
+ Build and maintain trusted relationships with customer stakeholders and technical professionals.
+ Align customer objectives with Microsoft's portfolio through Customer Success Plans (CSPs).
+ Drive adoption, usage, and value realisation across Microsoft's Cloud platforms.
Delivery Orchestration
+ Lead post-sales delivery planning and execution.
+ Coordinate cross-functional v-teams to align resources with customer outcomes.
+ Conduct customer-facing program reviews and prioritise engagements for strategic impact.
Business Development & Growth
+ Hunt for new opportunities within customer accounts to expand Microsoft's footprint.
+ Use strong business acumen to qualify opportunities, understand budget cycles, and articulate value.
+ Identify whitespace and growth areas, initiate strategic conversations, and convert insights into action.
+ Track consumption milestones, address adoption blockers, and drive expansion through proactive engagement.
+ Opportunity creation and growth are key success indicators for this role.
Leadership & Communication
+ Demonstrate executive presence and adapt communication style from boardroom to backroom.
+ Model Microsoft's cultural attributes of respect, integrity, accountability, and inclusion.
+ Collaborate with account teams and contribute to shared goals through strategic planning and execution.
**Charateristics of a Successful CSAM**
+ Proven experience in customer success, delivery management, or cloud transformation roles.
+ Strong business development mindset with a passion for uncovering and pursuing new opportunities.
+ Technical fluency to hold level 100 conversations across Microsoft's product portfolio.
+ Resilient and adaptable, with the ability to manage competing priorities and drive outcomes.
+ Experience engaging with senior executives and technical stakeholders.
+ Familiarity with IT Service Management and cloud adoption frameworks.
+ Strategic thinking and empathetic planning skills.
+ Experience with manufacturing industry and ERP systems is an added advantage.
**Qualifications**
**Required Qualifications**
+ Bachelor'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 Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
+ OR equivalent experience
+ **This position requires verification of Australian citizenship** due to citizenship-based legal restrictions applicable to the role and as a result, you will need to provide a valid passport to verify your citizenship.
**Preferred Qualifications**
+ Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
+ OR Master'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
+ 3+ 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
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .