Principal Product Manager, Customer Success Tooling, AWS Specialist and Partner Organization

About the position

As Principal Product Manager of Customer Success Tooling within the AWS Specialists & Partners (ASP) org, you will be responsible for defining and executing the strategic vision for AWS customer success tooling. You will work directly with the Director of Customer Success within ASP to architect a comprehensive tooling strategy that enables AWS teams and partners to effectively deliver and measure customer success. This role requires deep technical expertise combined with strong business acumen to create an integrated tooling environment that drives operational efficiency and delivers actionable insights across the customer success specialist organization, other AWS organizations, and AWS Partners.

Responsibilities

• Develop comprehensive tooling strategy aligned with AWS Partner Central, AWSentral and other existing tools and platforms
• Define the business needs for tooling from a customer success perspective
• Partner with senior leadership to align tooling strategy with broader organizational objectives
• Create and maintain strategic roadmap for customer success tooling initiatives
• Define integration requirements and architecture dependencies across existing AWS platforms
• Design prioritization frameworks for addressing tooling gaps and enhancement opportunities
• Identify opportunities for AI-driven automation and workflow optimization (e.g., predictive analytics to proactively identify customer churn)
• Lead end-to-end product development for customer success tooling initiatives
• Design and implement unified customer health monitoring solutions
• Develop data models for integrated customer and partner health tracking
• Create unified dashboards and analytics covering direct and partner-led customer success
• Implement predictive analytics capabilities for customer adoption and risk assessment
• Drive the development of value measurement capabilities and reporting mechanisms
• Coordinate with multiple AWS teams (SMSG funding ops, AFX, etc.) to execute tooling initiatives
• Define role-based access management across customer success platforms
• Ensure security controls align with AWS standards and compliance requirements
• Establish data management practices within existing systems
• Design monitoring mechanisms leveraging AWS operational tools
• Develop support models aligned with AWS processes
• Build strong partnerships with tooling teams across AWS
• Drive architectural decisions for tooling integration and scalability

Requirements

• 10+ years of experience in product management or technical program management
• 7+ years of experience building enterprise software or tooling solutions
• Proven track record of delivering complex, cross-organizational technical initiatives
• Understanding of security and compliance requirements in enterprise environments
• BA/BS degree in Computer Science, Engineering, or related field

Nice-to-haves

• Experience with cloud computing platforms and services
• Knowledge of customer success operations and methodologies
• Experience with AI/ML implementation in enterprise tools
• Track record of building analytics and reporting solutions
• Strong understanding of API integration and microservices architecture
• Advanced degree in Computer Science, Engineering, or related field
• Proven ability to influence senior stakeholders and drive technical decisions

Benefits

• 401k
• health_insurance
• dental_insurance
• vision_insurance
• life_insurance
• disability_insurance
• paid_holidays
• paid_volunteer_time
• tuition_reimbursement
• employee_stock_purchase_plan
• professional_development
• flexible_scheduling