Customer Success Architect - Agentic AI for AI Business Solutions

Overview

The Customer Success Architect (CSA) — Agentic AI for AI Business Solutions helps enterprise customers drive real business transformation using AI. As part of the Customer Success Unit (CSU), this role leads strategic technical engagements across the AI Workforce portfolio, with a strong focus on Microsoft 365 Copilot, agent building with Copilot Studio and Azure AI Foundry, and business transformation at scale.

The CSA designs and delivers secure, scalable, and resilient solutions using Microsoft technologies such as Microsoft 365 Copilot, Copilot Studio, and Power Platform. Working end to end, the role guides customers from early envisioning through deployment and adoption, applying value‑based delivery approaches and Success by Design principles to ensure measurable outcomes.

Beyond solution delivery, the CSA acts as a trusted advisor to customers and partners. This includes translating business goals into practical architectures, shaping adoption and change strategies, and turning customer feedback into actionable improvements aligned with industry best practices.

The role combines deep technical expertise with strong business acumen. CSAs are expected to articulate business value and ROI, support change management, and contribute to customer success planning. They identify opportunities to grow usage and consumption, drive operational excellence, and collaborate closely with engineering, field, and partner teams to scale impact across the customer portfolio.

This position is recognized for technical leadership, innovation, strategic thinking, and a strong commitment to customer success.

Responsibilities Business Impact

• Operates according to required operational excellence and proven practice standards throughout all sales stages/activities/tools of record (e.g., pipeline updates, time tracking). Collaborates across Microsoft and customer/partner teams through on-strategy delivery to achieve customer/partner objectives and increase customer/partner satisfaction. Proactively manages business and technical risks, adapts methodology and applies governance principles to identify, communicate, and minimize business and technical risks. Executes work in compliance with industry and Microsoft guidelines and procedures. Continuously prioritizes among competing demands in their work and identifies where impact occurs with customers, ensuring alignment with business priorities and goals.
• Delivers solutions in line with company methodologies (e.g., product offerings such as value-based deliverables [VBDs], advice, training, technical validation), ensuring proven practices and patterns are followed to prepare customers for operational readiness and achievement of their business goals and targets. Leveraging knowledge of change management proven practices and/or involving the change management team, proactively helps the customer deploy for long-term organizational adoption to increase customer satisfaction and drive consumption/usage. Guides customers/partners towards a well-architected (e.g., secure, resilient, artificial intelligence [AI]-enabled), and cost- and performance-optimized solution to increase retention and expansion opportunities. Provides feedback to Unified Delivery Team on VBDs to refine and further develop content.
• Proactively identifies new opportunities for Consumption, Usage & Unified expansion (especially Enhanced Solutions) at scale based on business value to customer/partner and clear understanding of the Microsoft value proposition for supported platforms to empower cloud success, foster and strengthen security and resiliency, and drive AI innovation. Actively listens to and respectfully challenges customers/partners, building trust to then advocate for alternative architectures/solutions/approaches that shape and/or enhance customer requirements. Identifies, and evaluates industry trends (e.g., customer industry verticals, information technology [IT] industr