Overview
The CSAM 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 CSAMs and a M1 Manager, the CSAM operates within a defined pod covering a shared portfolio of accounts. The role contributes to portfolio-level intelligence, execution orchestration, and reactive signal aggregation – reducing context-switching for senior CSAMs and accelerating customer outcomes.
This is a talent-engine role: CSAMs are AI-first, customer-facing from month three, and grow through structured cohorts and community.
Responsibilities
Executive partnership and execution
- 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.
Portfolio-level intelligence and preparation
- Maintain deep, current account context across the pod’s defined portfolio.
- Synthesize account signals into “what’s changed / what matters now”
- Detect risks, upcoming deliveries, upcoming milestones, and open threads.
- Detect portfolio patterns such as recurring blockers across multiple accounts.
Execution orchestration not delivery
- Track delivery and milestone progress with partners and CSAs on behalf of CSAMs.
- Map dependencies across workloads and milestones.
- Proactively flag drift before the customer raises it.
- Coordinate remediation follow-ups across internal teams.
Reactive signal aggregation
- Monitor reactive support signals – case volume, aging, repeat drivers – across the pod portfolio.
- Aggregate reactive trends into portfolio-level views and surface early warnings of escalation risk.
- Track follow-through on Support, IM, and Service Manager commitments; chase stalled internal owners.
- Distill reactive noise into CSAM-ready insights, not raw data.
Operating model
- Operate within a pod model covering a shared portfolio of accounts.
- Work under direct oversight of the M1 Manager and senior CSAMs assigned to the pod.
- Limit interactions to task execution and information capture; executive partnership and account governance is led by the senior CSAM.
Qualifications
Required Qualifications
- Bachelors in Technology any specialization
- 2-4 years of professional experience in program management, customer-facing operations, technology delivery, or analytics.
- Demonstrated comfort with AI tools and AI-first ways of working.
- Strong written and verbal communication in English.
Preferred Qualifications
- Coursework or experience in program management, technology, or business ope
