Principal, Partner Success Manager

Role Overview

The Principal Partner Success Manager helps partners mature their support capabilities and become self-sufficient, reducing escalations to Microsoft and delivering the best experience and fastest resolution for customers.

What You Will Do

You will work with a portfolio of top partners to benchmark their support maturity, co-author a joint execution plan, and deliver technical briefings, success programs, and operational IP to build partner support self-sufficiency.

Why It Might Be a Fit

You will be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do.

Requirements

• Bachelor’s Degree in Business, Computer Science, Information Technology, Engineering, or related field
• 8+ years of experience in customer success, support delivery, technical account or service management, partner management, consulting, or related field
• Native-level Japanese and business-level English fluency
• Experience working with or within Cloud Solution Provider (CSP) partners, systems integrators, or managed service providers
• Working knowledge of support operations concepts such as incident and escalation management, monitoring and observability, root cause analysis, case deflection, and mean-time-to-resolution (MTTR)
• Experience conducting maturity assessments or capability benchmarks and translating findings into actionable improvement plans
• Experience delivering technical briefings, workshops, or proactive services to technical and business audiences
• Relevant certifications (e.g., Azure AZ-104 / AZ-305, Microsoft 365 MS-102, Security SC-300, or ITIL)
• Technical breadth across one or more Microsoft cloud areas (Azure, Microsoft 365, and/or identity and security)

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Retirement plan
• Paid time off
• Paid holidays
• Flexible work arrangements
• Professional development opportunities