Customer Success Account Mgmt IC1

The CSAM (IC1) 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.