Customer Success Executive (IT / Microsoft Cloud & SaaS)

Role Overview

The Customer Success Executive is responsible for ensuring customers achieve measurable business value from our IT and Microsoft cloud solutions. This role acts as the primary post-sales relationship owner-driving adoption, renewals, upsell opportunities, and long-term customer satisfaction.

You'll work closely with Sales, Delivery, Support, and Technical Consultants to ensure customers fully leverage Microsoft 365, Azure, Security, and SaaS solutions.

Key Responsibilities

Customer Onboarding & Adoption

• Own customer onboarding for Microsoft 365, Azure, Security, Power Platform, and SaaS solutions

• Ensure smooth handover from Sales to Delivery and Support teams

• Guide customers on best practices, usage, and adoption roadmaps

• Track onboarding milestones and customer success metrics

Relationship Management

• Serve as the main point of contact for assigned accounts

• Build trusted relationships with IT managers, decision-makers, and business stakeholders

• Conduct regular check-ins, quarterly business reviews (QBRs), and success reviews

• Understand customer goals and align solutions to business outcomes

Customer Retention & Growth

• Monitor customer health, usage, and satisfaction indicators

• Proactively identify risks and coordinate mitigation plans

• Drive renewals for subscriptions, managed services, and support contracts

• Identify upsell and cross-sell opportunities (e.g., M365 E5, Security, Copilot, Azure services)

Issue & Escalation Management

• Act as customer advocate internally

• Coordinate with Support and Technical teams to resolve issues

• Manage escalations and ensure timely communication with customers

• Ensure SLAs and service commitments are met

Reporting & Administration

• Maintain accurate customer records in CRM

• Track renewals, contract terms, and service entitlements

• Prepare customer reports, success metrics, and management summaries

Required Skills & Qualifications

Experience

• 1-3 years (Junior) / 3-6 years (Senior) in Customer Success, Account Management, or IT Services

• Experience with SaaS, cloud services, or IT managed services preferred

• Exposure to Microsoft ecosystem (Microsoft 365, Azure, Security, Power Platform) is a strong advantage

Skills

• Strong communication and stakeholder management skills

• Customer-centric mindset with problem-solving abilities

• Ability to translate technical solutions into business value

• Organized, detail-oriented, and comfortable managing multiple accounts

• Basic understanding of IT concepts (cloud, cybersecurity, SaaS licensing)

Tools & Knowledge (Nice to Have)

• CRM tools (Dynamics, Salesforce, HubSpot, etc.)

• Microsoft 365 admin basics

• Subscription and license management

• ITIL or Customer Success frameworks

Key Performance Indicators (KPIs)

• Customer retention and renewal rate

• Customer satisfaction (CSAT / NPS)

• Product/service adoption rate

• Upsell and expansion revenue contribution

• Onboarding and issue resolution timelines

Career Progression

• Customer Success Executive Senior CSE

• Customer Success Manager

• Account Manager / Strategic Account Lead