Senior Customer Success Manager

Advanced practitioner

Explorador de carreras · Customer Success, Support & Services · Customer Success Management

IC3 · SeniorContribución individualSenior

Standard where business need supports the level

Qué implica el puesto

Autonomía: Handles ambiguous work independently
Alcance: Complex projects / systems / portfolios
Horizonte de tiempo: Months
Experticia y criterio: Deep domain judgment; mentors others; improves standards
Impacto esperado: Leads complex delivery and raises team quality

Habilidades esperadas (26)

Agrupadas en humanas, profesionales y técnicas. La proficiencia meta usa la escala P1–P5, y cada fila describe qué significa ese nivel para esa habilidad en particular.

Humanas (12)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Accountability Personal Effectiveness	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Active listening Communication & Influence	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Collaboration Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Critical thinking Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Customer empathy Personal Effectiveness	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Learning agility Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Ownership Personal Effectiveness	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Problem solving Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
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.
Negotiation Communication & Influence	required	—	—
Stakeholder management Communication & Influence	required	—	—

Profesionales (12)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Business acumen Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Customer success planning Customer & Services	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Adoption management Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Consulting Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Customer health management Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Customer training Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Escalation management Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Executive business reviews Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Implementation management Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Knowledge management Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Service delivery management Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Support case management Customer & Services	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.

Escalera de carrera

Se llega desde

Customer Success ManagerIC2

Siguientes pasos

Lead Customer Success ManagerIC4Ascenso individual
Move from team-level senior contribution to cross-team/domain leadership; set approach, create reusable standards and multiply others without relying on authority.

Common consideration after sustained IC3/IC4 leadership; management is a separate career choice, not a required promotion.

Qué cambia para avanzar

Move from team-level senior contribution to cross-team/domain leadership; set approach, create reusable standards and multiply others without relying on authority.

Fuente: Microsoft Careers · JF0191-IC3