AWS is seeking an experienced and strategic Sr. Manager to lead Worldwide Partner Led Customer Success, a post-sales partner motion within the AWS Specialists & Partners (ASP) organization. This role is the single-threaded owner of the strategy and execution for how AWS partners quantify and delivery customer Business Value Realization (BVR) after workload/product deployment.
This role defines and operates the Partner Led Customer Success model that extends customer success beyond the reach of the AWS field. The BVR motion shifts partners from implementation-centric engagements to outcome-based engagements, encompassing partner economics, a BVR Competency, enablement through the Partner Business Value Realization Academy, and tooling to support the motion at worldwide scale.
This is a unique opportunity to lead a global team across four geographies and two functions (Partner Success Specialists and a scale team owning program, incentives, enablement, competency, and tooling), driving cross-organizational alignment across multiple AWS organizations. The ideal candidate brings deep partner strategy experience, demonstrated ability to scale programs globally, comfort operating at the executive level with CxO-level partner and customer stakeholders, and an AI-first mindset, as the team leverages AI agents to scale impact.
Key job responsibilities
Strategy & Program Ownership
- Own the worldwide strategy for Partner Led Customer Success, defining how partners deliver measurable post-launch customer business outcomes across AWS services
- Scale the end-to-end BVR operating system: engagement lifecycle (nomination through case study publication), partner funding incentive model, BVR Competency, Partner Business Value Realization Academy, quality framework, and supporting tooling
- Design the strategy for future program expansion often requiring custom engagement and incentive models
- Make trade-off decisions on partner selection and prioritization, engagement quality triage, and custom incentive structures for large-scale deals
- Champion an AI-first approach, directing the team to build and deploy AI agents to automate operations and scale
Cross-Organizational Leadership & Influence
- Drive alignment across multiple AWS organizations spanning partner management, product, finance, legal, and go-to-market teams to deliver a cohesive Partner Led Customer Success experience
- Engage directly with VP-level and Director-level stakeholders across the organization to shape partner post-sales investment strategy, program integration, and monetization models
- Partner with AWS account teams (Account Managers, Solutions Architects) and partner management teams to orchestrate customer-level and partner practice-level execution
- Collaborate with marketing and services leadership to amplify partner delivered outcomes and ensure partners have clear post-launch delivery pathways
- Represent AWS's Partner Led Customer Success vision externally at partner summits, executive roundtables, and industry events
Team Leadership & Development
- Lead, coach, and develop a globally distributed team of Partner Success Specialists (PSS) and a scale/program team spanning NAMER, EMEA, LATAM, and APJ
- Recruit, hire, and onboard top talent to scale the team as the program expands into new domains and partner types
- Drive team engagement, retention, and professional growth through mentorship, recognition, and career development
- Enable the team to build and leverage AI agents and automation as a core operating principle, not an afterthought
Partner & Customer Executive Engagement
- Build and maintain executive relationships with strategic partners at the VP/CxO level, shaping their post-sales investment strategy and driving joint business outcomes
- Engage directly with customer executives to validate value realization outcomes and champion partner led success stories
- Make judgment calls on complex partner and customer situations, providing guidance when scope disputes or quality concerns arise
- Negotiate partner incentive levels, balancing engagement quality standards against speed-to-scale expectations from partners and internal stakeholders
Value Realization & Metrics
- Drive pipeline and successful completion of BVR engagements through the team, ensuring partners deliver measurable, quantified customer business outcomes
- Drive partner onboarding to BVR, competency attainment, and published case studies that fuel industry-specific replication
- Implement and maintain rigorous pipeline management, ensuring accurate forecasting and reporting on partner led customer engagements globally
- Create a direct feedback loop between partner field experience and AWS product teams, surfacing product gaps, filing PFRs, and driving resolution with service teams (in collaboration with the go-to-market teams)
- Track and report on incremental consumption, adoption growth rates, and revenue attribution to demonstrate program impact at executive levels
Innovation & Change Leadership
- Operate in significant ambiguity, evolving standards, methodologies, and mechanisms as the program scales into new territory
- Drive a mindset shift across AWS organizations about the value of partner led post-sales customer outcomes
- Ensure BVR economics remain compelling enough that partners prioritize AWS engagements, continuously refining the value proposition
- Identify and design opportunities to expand the program into new areas, defining the engagement models and economics for each
A day in the life
You start your day reviewing partner engagement metrics across geos, preparing for a cross-functional sync with internal stakeholders on program integration. You then join a call with a Global System Integrator's VP of Delivery to discuss their BVR Competency progress and co-create an expansion plan for their customer success practice.
Mid-morning, you review a partner's customer success plan submission, making a judgment call on whether to approve a custom incentive structure for a large-scale engagement that exceeds the standard funding model. You then join a cross-functional meeting to align stakeholders on program expansion strategy.
In the afternoon, you review the latest output from the team's AI agents, checking the customer success plan Agent's automated evaluations and identifying where human judgment is still needed. You then prep for a senior leadership review, synthesizing engagement data into a narrative about program impact and making the case for expansion into a new service domain.
You close the day with a one-on-one with a team member in APJ, discussing how to adapt the BVR engagement model for regional partner dynamics. Throughout the day, you are making trade-off decisions, removing roadblocks across organizational boundaries, and ensuring the team has what they need to scale Partner Led Customer Success worldwide.
About the team
Diverse Experiences
AWS 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.
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.
Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
Mentorship & 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.
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.
