AWS is seeking a Senior Manager, Customer Success Specialists (CSS), Amazon Quick to lead a team of Service CSS driving enterprise adoption of Amazon Quick and AWS generative AI services. This is a people leadership role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, responsible for building, developing, and managing a team of customer-facing specialists who help enterprises move from AI experimentation to systematic business process reinvention at scale with AWS AI services
Amazon Quick is AWS's enterprise AI platform that enables organizations to transform how work gets done, from knowledge management and research to decision-making and operational workflows. Your team will own end-to-end adoption outcomes for a portfolio of strategic Quick customers, progressing them through the post-launch lifecycle and delivering measurable business value.
You will set the operational cadence and quality bar for your team, ensure they have the skills, assets, and support to deliver customer outcomes, and partner closely with the rest of the Customer Success Center of Excellence team members (CS COE, who build scalable methodologies and assets) to create the flywheel between customer evidence and reusable patterns. You will also collaborate with the go-to-market, Forward Deployed Quick Engineers, partner-led CS (PLCS), and field roles to ensure seamless handoffs and coverage across the activation backlog.
Note: Demonstrable experience leading customer-facing, AI-centric teams is a key requirement for this role. Prior individual experience as an AI practitioner, while valuable, is not sufficient. This role requires proven ability to build, coach, and scale a team of specialists who drive AI adoption outcomes across enterprise customer portfolios.
Key job responsibilities
Team Leadership & Development
- Recruit, develop, and retain a team of Amazon Quick Service CSS who own end-to-end adoption outcomes within assigned accounts. Set clear performance expectations around activation targets, customer success plan quality, lifecycle progression, and contribution to scalable assets.
- Coach CSS on executive engagement, change management execution, adoption architecture, and value storytelling. Ensure each CSS can run C-suite alignment sessions, drive deep enablement, build champion networks, and deliver measurable business outcomes independently.
- Lead the team operating cadence: weekly account reviews, monthly portfolio health checks, quarterly performance calibrations. Ensure operational excellence tooling entries are current, escalations are documented with impact data, and interventions are triggered within defined SLAs.
Customer Outcomes & Portfolio Management
- Own the aggregate activation and value realization outcomes across the team's Quick customer portfolio. Track monthly active-users (MAU), activation rates, and revenue realization metrics, feature adoption breadth and depth, and retention across assigned accounts. Intervene directly on strategic or at-risk accounts when needed.
- Manage portfolio assignment and coverage optimization: match CSS strengths to account complexity, balance workloads across the team, and coordinate with partner-led CS and other field roles to avoid gaps or duplication.
- Serve as the escalation point for account-level blockers that exceed CSS authority, including product blockers, competitive threats, executive sponsor disengagement, and partner performance issues. Escalate systemic patterns to CS COE leadership.
Strategic Customer Transformation
- Guide the team in translating AI strategy into account-specific execution: discovery sessions, use case identification by function (sales, finance, HR, legal), customer success plans tied to business KPIs, and phased rollout sequencing.
- Ensure each engagement produces a documented customer success plan within 30 days of kickoff, with defined before/after KPIs per use case, activation targets by cohort, and a clear path through the lifecycle.
Operational Rigor & Governance
- Drive disciplined account management across the team. Ensure weekly operational excellence tooling updates[BS1.1], lifecycle progression documentation, and telemetry monitoring. Hold CSS accountable for intervention triggers: root cause analysis of stalled adoption, product blocker escalation with documented customer impact.
- Contribute to preparation for business reviews with account-level data, portfolio health summaries, and recommended strategic actions. Represent the Quick Service CSS portfolio in bi-weekly steering committee and monthly program reviews.
Cross-Functional Collaboration & Partner Support
- Collaborate with the rest of the CS COE teams: share field engagement patterns, customer evidence, and adoption insights that inform scalable asset development, while leveraging existing methodologies, playbooks, and tooling to accelerate the team's customer outcomes.
- Coordinate with Forward Deployed Quick Engineers on implementation-to-adoption handoffs, ensuring the transition from initial activation to scaled adoption is clean and well-documented.
- Support partner-led engagements by ensuring CSS provide advisory depth on Quick-specific adoption challenges and validate partner-delivered outcomes meet lifecycle criteria.
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.
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