Customer Success Unit Leader, Asean

**Mission (Purpose)**
Lead post‑sales value realization and long‑term adoption for a portfolio of strategic customers, orchestrating cross‑functional resources to deliver measurable business outcomes while protecting and expanding ARR.

**What Good Looks Like (Top Outcomes)**
- Business outcomes realized for top accounts (documented use cases, quantified impact, executive validation). Health/adoption leading indicators green for
- 80% of portfolio; targeted recovery plans for at‑risk workloads. Net revenue retention (NRR)
- 100% with expansion led by realized value and multi‑product adoption.
- Executive sponsorship engaged (QBRs/EBRs with actioned decisions) and multi‑threaded stakeholder maps.
- Predictable success plans in CRM with clear owners, dates, risks, and ROI hypotheses.
- Customer advocacy built (references, case studies, community participation) without compromising trust.

**Core Responsibilities**
- Own the Customer Success Plan (CSP) and adoption roadmap; align to customer OKRs and CFO‑level value metrics.
- Run structured EBR/QBR cadence; surface risks early; drive decision logs and executive escalations when needed. Orchestrate technical, partner, and product resources; remove blockers; ensure deployment usage
- value.
- Quantify value via KPIs (time‑to‑value, cost avoidance, revenue uplift, risk reduction) and share back with execs.
- Champion customer voice to product/engineering; file prioritized feedback tied to impact and prevalence.

**Responsibilities**:
**People Management**
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Model - Live our culture; Embody our values; Practice our leadership principles.
- Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
- Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

**Understanding the Customer**
- Fosters alignment with internal teams on customer's business priorities, within and across solution areas. Takes ownership in understanding customer business, needs, and strategy across all aligned accounts, leveraging broad influence of market and representing Microsoft at the industry level. Gains insight and credibility as a trusted partner by influencing customers, providing thought leadership, and partnering with the customer to better understand their needs and digital transformation priorities. Leverages an external perspective with customers, bringing in insights from previous customer experiences. Anticipates market direction around technology to ensure team is equipped with the appropriate capabilities. Coaches teams to develop and leverage understanding of customer business and industry. Guides building and/or expansion of stakeholder map, as needed.

**Driving Business Value Realization**
- Drives best practices and innovation in delivery of customer success plans to optimize customer value across accounts and stay aligned with strategic vision. Provides data-driven recommendations in defining success measures and promotes long-term customer success strategy with team. Coaches team to build customer success plans and utilizes them to build account team plan, leveraging own expertise and hands-on experiences (e.g., success plan workshops). Aligns multiple engagement plans and leverages corporate resources dedicated to awareness improvement of high potentials (e.g., Skills Learning platform). Facilitates cross-team and business unit collaboration (e.g., with Engineering, Partners, Cloud Solution Architects) to accelerate business value realization and ensure progress reporting. Facilitates team connections with technical and sales experts to drive business value realization. Leads team to cultivate successful customer outcomes as references/case studies in order to accelerate the velocity of all current and future customers.

**Driving Consumption**
- Manages teamwork with business development managers (BDMs) and key stakeholders to execute actions outlined in the Customer Success Plan. Ensures teams are using change management principles to be able to drive change management effectively. Ensures accountability for resolving consumption blockers by galvanizing resources and solutions, as required. Identifies widespread or global patterns in blockers and success factors and develops effective execution strategies to resolve and prevent them in the future. Coaches teams on best practices for handling escalations. Provides insight to de-escalate risks in customer compete scenarios. Works across teams to seek out and leverage Microsoft insights that strengthen and fuel new commercial growth and consumption.

**Guiding Customer Success Strategy**
- Acts as a strategic partner to executive-level business and technical decision makers (e.g., Chief Executive-level). Drives action and influences decision makers to accelerate the customer. Challenges customer