As Senior Manager of Customer Success Specialists within the AWS Specialists & Partners (ASP) org, you will play a key role in shaping and executing AWS' global customer success vision. You will report to the Director of Customer Success to design and build the Customer Success center of excellence (CoE) for AWS. You will engage with customers, the AWS partner community, and AWS teams to architect the frameworks, programs, and playbooks that enable AWS teams and partners to drive adoption of AWS services and unlock value for customers. This role combines strategic thinking with operational excellence to create repeatable, scalable mechanisms that transform how AWS and our partners deliver customer success.
Key job responsibilities
Strategy & Vision
* Engage with the Director of Customer Success and leaders across AWS to understand the current state and develop a strategy to elevate customer success as a strategic differentiator for AWS
* Design comprehensive frameworks that define how AWS and Partners deliver and measure customer success
* Create scalable programs that enable AWS teams and partners to drive customer value realization
* Identify opportunities to innovate and transform customer success delivery across AWS
* Build mechanisms to capture feedback and act on customer insights that inform strategy evolution
Program Development & Execution
* Develop standardized playbooks and methodologies for customer success delivery
* Create enablement programs to build customer success capabilities across AWS teams and partners
* Design and implement customer health frameworks, artifacts, and intervention strategies
* Build scalable mechanisms to measure and track customer value realization
* Identify and implement tooling to support the customer success programs and mechanisms
* Partner with service teams to integrate customer success principles into service launches
Organizational Leadership
* Lead a team responsible for developing and scaling customer success programs
* Collaborate with field teams to validate and refine program effectiveness
* Partner with enablement to develop customer success enablement curriculum
* Build strong relationships across AWS organizations to drive program adoption
* Influence senior stakeholders to drive organizational alignment and change
* Exceptionally strong business acumen and financial modeling skills, with the ability to develop comprehensive business cases
* Proven expertise in leading and coordinating large, complex, cross-functional initiatives that drive transformational customer outcomes. You excel at translating high-level strategy into flawless execution
About the team
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
