$125k-$145k base (Depending on Experience) plus Bonus
***NO RECRUITING AGENCIES***
***NO C2C***
***NO Sponsorship available***
Reports to: Senior Director, Managed Services
About Us:
e360 is a 30+ year privately-owned company with a focus on our people, our clients, and leading technologies. e360’s Managed Services is the Run and Support department of the organization, providing external, managed, and dedicated support to our clients. Our team is comprised of a range of technology professionals with varying knowledge and Industry background.
We are a dynamic and entrepreneurial consulting company that offers many opportunities for professional development and growth suited to each individual’s personal and professional goals. We offer internal, and subsidize external, training, and reimburse the cost of technology certification exams and / or renewals. Our family-founded business sees work life fit as a core value that all our practitioners practice – the value you add to your team is more important than the time that you ‘clock in and out.’ You will have numerous opportunities to interface with senior leadership, and benefit from mentorship internally or through introductions through external networks to support your growth.---
Role Summary:
We are hiring a Customer Success Manager – Microsoft to own post-sale success for a portfolio of enterprise customers with significant Microsoft licensing and services investments. This role is responsible for driving adoption, expansion, and renewals (LAER model) through structured governance, licensing insights, and executive engagement. The CSM will serve as the single-threaded owner of value realization across Microsoft Modern Work and in-scope services, partnering closely with Sales on expansion and renewal shaping. This is a hands-on role with the opportunity to help define and scale our Customer Success practice.---
Key Responsibilities:
· Own post-sale success for 3–4 key enterprise accounts plus a set of smaller light-touch accounts
· Lead monthly reviews and executive QBRs focused on usage, outcomes, risk, and roadmap alignment
· Drive adoption, expansion, and renewal outcomes through data-driven insights
· Partner with Sales on expansion and renewal opportunity shaping (influence-based)
· Serve as value owner for in-scope Microsoft-related services
· Translate Microsoft roadmap and licensing changes into customer-relevant guidance
· Contribute to Customer Success playbooks, templates, and operating cadence
Success Metrics:
· Adoption and usage improvement
· Expansion and services attach influence
· Renewal readiness and retention
· Executive engagement quality
· Customer satisfaction and strategic trust
Qualifications:
· Bachelor's degree in Computer Science, Information Technology, or a related field.
· 5-10 years of experience in IT services, preferably with a Managed Service provider.
· Proven ability to lead and mentor technical teams.
· Familiarity with ITSM tools and frameworks such as ITIL.
· Vendor certifications in relevant technologies are a plus.
· Microsoft CSP or partner licensing experience
· Deep knowledge of Microsoft Modern Work licensing
· Enterprise QBR ownership
· Experience with Block64 or similar licensing insight tools
· Excellent communication and interpersonal skills.
Must Haves
Microsoft Partner (CSP) Licensing Experience
• Direct experience working for a Microsoft partner (CSP, VAR, MSP, LSP)
• Hands-on exposure to Microsoft 365 / Modern Work licensing models
• Understands optimization, true-ups, renewals
Enterprise Account Ownership (Post-Sale)
• Has owned post-sale relationships for enterprise or upper mid-market customers
• Comfortable being the single-threaded owner after the deal closes
• Experience managing a small number of high-value accounts
Executive QBR Leadership
• Has personally led executive-level QBRs (CIO, CISO, IT Director)
• Can articulate outcomes, risks, and roadmap
• Able to defend recommendations with data
Licensing / Usage Insights Tooling
• Experience using Block64 or comparable tools (SAM, CSP analytics, usage dashboards)
• Can translate usage data into clear customer recommendations
• Comfortable working from data, not anecdotes
Expansion & Renewal Influence (Non-Quota)
• Has influenced expansion, renewal, or services attach without carrying a direct sales quota
• Understands how to partner with sales to shape opportunities
What We Offer:
· Competitive salary + MBO variable tied to outcomes
· Opportunities for professional development and growth.
· Collaborative and inclusive team environment.
· Comprehensive benefits package, including health insurance, retirement plans, and paid time off.