Customer Success Account Manager - Microsoft Canada, Toronto

Role overview

At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team connected to our partners and driven by customer success. The CSAM (IC1) is an early-in-career Customer Success Account Manager who delivers standardized customer success outcomes spanning executive partnership, solution health, cloud adoption, and AI acceleration activities. These CSAMs act within a pod model, working under the direction of senior CSAMs and an M1 Manager to cover a shared portfolio of accounts.

Day-to-day

As part of the pod model, your responsibilities include executive partnership and execution, portfolio intelligence, execution orchestration, and reactive signal aggregation.

• Execute standardized executive partnership, solution health, cloud adoption, and AI acceleration tasks under direct guidance from senior CSAMs or CSU leaders.
• Support agent and Copilot adoption motions across assigned pod accounts.
• Complete assigned activities accurately and on time; escalate exceptions rather than independently diagnose them.
• Maintain deep, current account context across the pod's defined portfolio.
• Synthesize account signals into whats changed / what matters now and detect risks, upcoming deliveries, milestones, and open threads.
• Detect portfolio patterns such as recurring blockers across multiple accounts.
• Track delivery and milestone progress with partners and CSAs on behalf of senior CSAMs.
• Map dependencies across workloads and milestones while proactively flagging drift before the customer raises it.
• Coordinate remediation follow-ups across internal teams and monitor reactive support signals across the pod portfolio.

Qualifications

Candidates must meet the required educational background and location criteria for this Microsoft Canada careers opportunity.

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field OR equivalent experience.
• Requirement to be based out of Toronto or Montreal.
• 0 to 2 years of professional experience in program management, customer-facing operations, technology delivery, or analytics.
• Coursework or experience in program management, business operations, or an MBA in progress or completed.
• Exposure to enterprise software, cloud platforms, or B2B customer success.
• Experience working in pod, squad, or matrixed team structures.
• Demonstrated comfort with AI tools and AI-first ways of working.

Benefits

• Competitive base pay range of CAD $52,400 - CAD $87,600 per year.
• Opportunity to be part of a diverse, high-performing, and customer-obsessed team within Microsoft Canada jobs in Toronto.