Sr. Mgr, AWS Customer Success, AWS Specialist and Partner Organization

About the position

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.

Responsibilities

• 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
• 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
• 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
• Develop comprehensive business cases with strong business acumen and financial modeling skills
• Lead and coordinate large, complex, cross-functional initiatives that drive transformational customer outcomes

Requirements

• 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

Nice-to-haves

• 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

Benefits

• Medical, financial, and/or other benefits
• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package