Provides technical support for Azure, resolving customer incidents across virtualization, operating systems, networking and IaaS while feeding issues to internal teams.
About this role
Within Microsoft's Customer Success organization, the Principal Partner Success Manager helps Cloud Solution Provider (CSP) partners strengthen support practices and resolve customer cases independently. The role assesses organizational, operational, and technical maturity, with lower Microsoft escalations and more case deflection and self-resolution as key outcomes. Responsibilities include benchmarking partner capabilities, identifying gaps, and co-authoring plans with Customer Success Account Managers and Service Managers. The manager analyzes call drivers and support operations, connects improvements to services and learning paths, and delivers technical briefings, success programs, and operational materials. Work spans Azure, Microsoft 365, identity and security, incident readiness, reliability, observability, and Well-Architected reviews; progress is tracked with account and technical teams. Applicants need a bachelor's degree in business, computer science, information technology, engineering, or a related field and 8+ years in customer success, support delivery, technical account or service management, partner management, consulting, or related work, or equivalent experience.
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