Copilot - Principal Customer Success Account Manager

Full Job Description

Core Accountabilities Establish clear success criteria and business outcomes with customer executive sponsors and key stakeholders for top Copilot deals, aligning priority use cases and expected value realization. Facilitate ongoing governance reviews and performance checkpoints to monitor progress against established success criteria and drive issue resolution where required. Lead cross-functional execution across CSAMs, Cloud Solution Architects, Engineering, sales teams, partners, and services teams. Anticipate customer risk, remove delivery blockers, and maintain clear escalation paths. Represent the voice of the customer in internal planning, investment, and prioritization discussions. Stakeholder Engagement This role operates as a senior cross-functional orchestrator. Success depends on consistent alignment across customer executives, CSU leadership, CGMs, account teams, Unified teams, finance and operations stakeholders, and delivery partners. Own end-to-end business transformation engagements, partnering with C-suite leaders to define AI-driven operating models, establish governance, align organizational change, and deliver measurable business outcomes tied to strategic priorities and P&L impact. Customer executives and business decision makers, to maintain outcome clarity and executive sponsorship. CSU leadership and the CSAM/CSA community, to align growth ownership, delivery priorities, and escalation paths. CGMs and sales leaders, to validate ECIF scope, ACR ROI assumptions, and account-level growth opportunities. Unified and services teams, to connect support investments to customer outcomes and growth priorities. Significant experience in customer success, account leadership, AI solutions, cloud adoption, or enterprise technology transformation. Proven ability to lead senior stakeholder alignment across customer, sales, technical, services, and operations teams. Strong commercial judgment, including ability to connect customer outcomes to ACR growth, AI monetization, investment decisions, and ROI governance. Experience managing complex plans across multiple workstreams, business owners, and review cadences. Executive communication skills with ability to simplify complex portfolio and investment topics into clear recommendations. Experience supporting Singapore or ASEAN enterprise customers, or cloud growth programs, or market-level growth initiatives. Prior ownership of customer success plans, investment governance, or business performance reviews. Ability to coach senior CSAM and CSA teams while influencing without direct authority. Ability to set enterprise-wide AI and agentic architecture strategy, govern data and platform decisions, establish scalable operating models, and ensure investments deliver proven business value through outcome measurement, financial accountability, and continuous innovation.