Customer Success Account Management

Job description

Working under the direction of senior CSAMs and a Manager, the CSAM operates within a defined pod covering a shared portfolio of accounts. 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.

Coordinate remediation follow-ups across internal teams. Operate within a pod model covering a shared portfolio of accounts. Work under direct oversight of the Manager and senior CSAMs assigned to the pod. The same executive priorities apply because the role is still a CSAM. Strengthen Customer Health Maintain running summaries of reactive health per account for CSAM pre-briefs. Surface repeat incident patterns and systemic drivers.

Translate reactive trends into Customer Health Recommendation inputs. Flag candidates for proactive Success Programs and remediation focus. Coordinate with delivery partners and CSAs on adoption commitments. Prepare adoption inputs for CSDRs and executive discussions. Support readiness for AI-related Success Program intake. Reduce CSAM context-switching by owning “what needs attention this week” across pod accounts. Drive follow-up actions after reports, reviews, and assessments.

Keep execution honest on dates, owners, and readiness. Participate or support CSP or CSDR activities. Required Bachelor's degree (any discipline) or equivalent early-career experience. Legally authorised to work in the location where this role is based - Romania or Poland (Legally authorised = you hold citizenship or have been granted a valid visa or work permit.) 0-2 years of professional experience in program management, customer-facing operations, technology delivery, or analytics.

Strong written and verbal communication in English plus the language(s) required for the assigned hub, Russian and Romanian. 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.