As Manager of Customer Success Tooling within the AWS Specialists & Partners (ASP) org, you will be responsible for leading and developing a team that defines and executes the strategic vision for AWS customer success tooling. Reporting directly to the Director of Customer Success, you will architect a comprehensive tooling strategy that enables AWS teams and partners to effectively deliver and measure customer success. This role requires deep understanding of the complete customer lifecycle - from onboarding through adoption, growth, and renewal - and the various tools and systems that support each phase. You will need strong technical acumen across CRM platforms, customer health monitoring systems, analytics tools, and automation frameworks to create an integrated ecosystem that drives operational efficiency. This is a highly strategic and impactful role that requires the ability to influence cross-functional priorities, negotiate effectively, and build a high-performing team. Success demands a unique blend of deep technical expertise in enterprise architecture and systems integration, combined with strong business acumen to create a cohesive tooling environment that delivers actionable insights across the customer success organization, other AWS teams, and AWS Partners.
Key job responsibilities
Strategy & Vision:
- Define and drive an innovative, comprehensive vision for AWS customer success tooling that leverages AI/ML to surface real-time customer engagement signals, predict adoption patterns, and enable proactive customer success actions at scale.
- Architect an AWS-wide tooling strategy that seamlessly integrates AWS Partner Central and AWSentral while automating undifferentiated tasks to maximize specialist and partner productivity.
- Design and implement intelligent systems that analyze customer behavior patterns, usage metrics, and engagement data to automatically identify opportunities, risks, and recommended actions for customer success teams.
- Lead the development of AI-powered solutions that transform traditional customer success operations, including automated health scoring, predictive churn prevention, and intelligent resource allocation across customer segments.
- Drive cross-functional alignment on tooling priorities by translating customer success operational needs into technical requirements, while maintaining strong partnerships with engineering, product, and business stakeholders.
- Create data-driven frameworks for measuring tooling effectiveness, quantifying automation benefits, and delivering executive-level insights on customer success operational efficiency and business impact.
- Drive cross-functional collaboration with SMGS ops, AFX, legal, and security teams to ensure aligned tooling execution, while establishing robust governance practices for data management, compliance, and operational monitoring using AWS tools.
- Design and implement data-driven prioritization frameworks for addressing tooling gaps, managing resource allocation across high-impact projects, and delivering executive-level reporting on strategic initiatives' ROI and business impact.
Product Development, Technical Leadership, & Execution:
- Spearhead end-to-end product development of customer success tooling ecosystem, encompassing unified health monitoring, analytics dashboards, and scalable data models with AWS-aligned security controls and role-based access management.
- Design and implement advanced predictive analytics systems that identify adoption trends and customer risks, while establishing comprehensive value measurement frameworks to enable data-driven decision making.
- Serve as primary strategic liaison between customer success and technical teams, facilitating executive strategy sessions and fostering cross-functional partnerships to ensure aligned delivery of tooling solutions.
- Provide strategic technical leadership for architectural decisions, ensuring seamless integration, scalability, and supportability across the entire tooling ecosystem through industry best practices and AWS architectural principles.
Organizational Development & People Leadership:
- Design and build an organizational structure that supports long-term success, while attracting, hiring, and developing top talent through strategic exposure and accelerated skill development programs.
- Establish clear communication channels for priorities and performance expectations, demonstrating excellence in verbal and written communication across various formats including narratives, PRFAQs, MBRs, and OP1/OP2 documents.
- Oversee and optimize tooling budget allocation, making strategic decisions that balance speed, costs, and roadmap alignment to maximize organizational impact and efficiency.
- Serve as a trusted leader capable of engaging, presenting, and managing escalations at the leadership level, representing the team's interests and achievements to senior executives and key stakeholders.
This people leader role combines people leadership and technical depth with strategic thinking to transform AWS customer success operations through innovative tooling solutions. We're looking for people that have:
- A strong technical background with understanding of enterprise architecture
- Understanding of end-to-end customer lifecycle and systems and tools that map to the different stages in the lifecycle
- Experience with data modeling, visualization, and business intelligence tools
- Experience leading a large team with varied skillsets
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.
