Description

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.

Basic Qualifications

• BA/BS degree required

• 7+ years in the technology industry focused on customer success or in go-to-market roles, or management consulting serving high-tech clients on go-to-market topics

• 5+ years of people management experience and strong analytical and strategic thinking capabilities

• Proven ability to influence senior stakeholders and drive change

• Experience building and implementing scalable go-to-market programs and methodologies

Preferred Qualifications

• Experience in cloud computing or enterprise technology services

• MBA or advanced degree

• Deep understanding of enterprise customer success delivery models

• Experience developing training and enablement programs

• Strong program management and operational excellence skills

• History of building partnerships across complex organizations

• Experience with data-driven decision making and program measurement

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $180,900/year in our lowest geographic market up to $312,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.