Principal Technical Customer Success Manager
Enterprise expert
Career Explorer · Customer Success, Support & Services · Technical Customer Success
Standard where business need supports the level
What the role involves
- Autonomy
- Defines strategy and standards across a function
- Scope
- Business unit / enterprise capability
- Time horizon
- 1-2 years
- Expertise and judgement
- Recognized authority; shapes investment and technical/professional strategy
- Expected impact
- Changes enterprise outcomes through expertise and influence
Expected skills (22)
Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.
Human (10)
| Skill | Importance | Target | What that level looks like |
|---|---|---|---|
| Accountability Personal Effectiveness | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Active listening Communication & Influence | Core | P3 | Handles complex situations, adapts methods and coaches less-experienced colleagues. |
| Collaboration Collaboration & Leadership | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Critical thinking Thinking & Judgment | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Customer empathy Personal Effectiveness | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Learning agility Thinking & Judgment | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Ownership Personal Effectiveness | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Problem solving Thinking & Judgment | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Verbal communication Communication & Influence | Core | P3 | Handles complex situations, adapts methods and coaches less-experienced colleagues. |
| Written communication Communication & Influence | Core | P3 | Handles complex situations, adapts methods and coaches less-experienced colleagues. |
Professional (12)
| Skill | Importance | Target | What that level looks like |
|---|---|---|---|
| Business acumen Business & Strategy | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Customer success planning Customer & Services | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Adoption management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Consulting Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Customer health management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Customer training Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Escalation management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Executive business reviews Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Implementation management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Knowledge management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Service delivery management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Support case management Customer & Services | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
Career ladder
Reached from
Next steps
- Senior Principal Technical Customer Success ManagerIC6IC promotion
Move from enterprise expert to senior enterprise authority; solve novel problems across business units and anticipate longer-horizon shifts.
What changes to advance
Move from enterprise expert to senior enterprise authority; solve novel problems across business units and anticipate longer-horizon shifts.
Source: Microsoft Careers · JF0192-IC5