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

About the position

AWS is one of Amazon's fastest growing businesses, servicing millions of customers in more than 190 countries. As organizations increasingly rely on cloud-native applications and distributed systems, full-stack observability has become critical to collecting, correlating, aggregating, and analyzing telemetry in network, infrastructure, and applications in the cloud, hybrid, or on-premises environments to gain insights into the behavior, performance, and health of systems. The Observability Customer Success Manager role owns our customers' post launch journey around observability, including the forward-looking strategy for observability, technical design and implementation, adoption, and ensures we continue to provide value while increasing retention and expanding the customer's observability footprint on AWS. The team guides customers through the technical, operational, and organizational aspects of implementing successful observability practices across their cloud environment. In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers. You will be technically credible in observability solutions (both commercial as well as open source solutions) while effectively shaping the customer journey and developing your team's capabilities. The ideal candidate will have enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices. You will be passionate about helping customers achieve operational excellence through effective observability implementation. Today, AWS's observability services are critical for customers running modern applications at scale. The insights provided by AWS' full stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict and prevent problems. This role will be deeply cross-functional and engage with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize customers' observability investments.

Responsibilities

• Lead a team of Customer Success Specialists focused on observability solutions
• Partner with customers to define and achieve their observability goals, from basic monitoring to advanced AIOps implementations
• Define and implement POCs in the customer environment
• Guide customers in implementing comprehensive observability strategies across metrics, traces, and logs
• Drive adoption of AWS observability services while helping customers integrate with their existing tools
• Provide technical leadership in observability best practices, including distributed tracing implementation, metrics collection and analysis, log aggregation and analysis, alert management and incident response, application performance monitoring, SLO/SLI definition and monitoring
• Work with AWS service teams to represent customer needs and influence the roadmap
• Develop and share observability best practices across the customer base

Requirements

• 10+ years of technical customer-facing roles
• 5+ years of observability platforms and solutions
• 5+ years of people management experience
• Bachelor's degree in Computer Science, Engineering, or related field
• Strong understanding of cloud computing concepts and AWS services

Nice-to-haves

• Excellent communication skills at both technical and executive levels
• Experience implementing observability solutions at enterprise scale
• Background in SRE, DevOps, or Platform Engineering
• AWS Certifications
• Experience with digital transformation initiatives
• Track record of growing customer relationships and driving business outcomes

Benefits

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