Principal Customer Success Specialist - Business Outcomes, Customer Success Center of Excellence, AWS Specialist and Partner Organization

About the job

Description

The Customer Success Center of Excellence (CS COE) is looking for a Business Outcomes CSS with strong technical acumen to lead strategic initiatives and streamline operational excellence across our organization. This is the AWS team that focuses on driving adoption of the company's Generative AI and Applied AI products for the individuals inside our largest customers. This is a high-impact role for an operator who thrives at the intersection of program management and technology, turning ambitious strategy into disciplined, measurable execution. You will own the programs and initiatives that span multiple teams and own the portfolio of customer success assets and tooling the organization builds. To do this, you will maintain the technical fluency needed to coordinate across stakeholder teams (GTM specialists, product teams, and partner teams) and clear blockers before they slow the business down.

This role is deeply operational and spans multiple stakeholder teams. You will own the cadence of Weekly Business Reviews (WBRs) and Quarterly Business Reviews (QBRs), close the loop between the field and HQ organizations by establishing structured feedback loops that capture Customer Success Specialist (CSS) insights "from the trenches," and ensure the enablement assets and tools the CS COE produces are predictably built, managed as a portfolio, and adopted by partners and the AWS field. This role is embedded in the highest-stakes moments of the business, from annual planning cycles to executive forums, and plays a decisive role in ensuring the Direct Customer Success motion operates with clarity, discipline, and momentum at scale, including flagship programs such as Adoption Incentives, the AI-First Organization portfolio of solutions, and CSS Academy.

The ideal candidate is an operator with exceptional judgment, a strong sense of ownership, and bias for action who anticipates needs, connects dots across the organization, and acts decisively in ambiguous situations. You will report to and work with experienced and senior executives who will mentor you and support your development as you continue to grow, making this role an inflection point in your career. You are technically fluent, an executive-level communicator, and capable of managing multiple competing priorities in a fast-paced, high-growth environment, with meticulous execution and an diligent focus on strategic priorities.

Key job responsibilities

• Serve as the program and operational backbone of the CS COE Direct Customer Success, owning cross-team initiatives end-to-end on behalf of the organization and managing the portfolio of programs through intake, prioritization, and execution
• Own the end-to-end creation and quality of operational and strategic planning documents across planning cycles, and represent the team in executive forums, synthesizing complex discussions into clear decisions, actionable insights, and decision frameworks
• Own the cadence, development, and writing of weekly, monthly, and quarterly Business Reviews (xBRs), setting the agenda, synthesizing business performance and organizational health metrics into strategic narratives, and tracking action items to closure
• Establish and run a closed-loop feedback mechanism with Customer Success Specialists (CSS), systematically capturing what is working and what is not, and translating that signal into a prioritized set of improvements for the tooling and enablement teams
• Ensure the enablement assets and tools the CS COE builds are not only shipped but adopted by partners and the AWS field: define and track adoption and usage metrics, remove friction to uptake, and drive accountability for outcomes rather than deliverables
• Drive awareness and pull-through of flagship programs, including Adoption Incentives, AI-First Organization, and CSS Academy, ensuring the field and partners understand, engage with, and execute these initiatives alongside the CS COE
• Coordinate across stakeholder teams to identify and resolve blockers, applying technical fluency to communicate directly about product and technical issues without requiring translation
• Build strategic relationships across the CS COE and stakeholder teams to broker solutions across organizational silos, influence senior leaders, and drive consensus on contentious issues that accelerate the highest-priority objectives

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.

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.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & 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.

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.

Basic Qualifications

• project management certification such as PMP, Scrum, or other Agile certification
• Bachelor's degree in Computer Science, Engineering, a related technical field or equivalent
• 10+ years of experience in program management, technical program management, or business operations in fast-paced, large-scale organizations
• Technical understanding sufficient to communicate effectively with stakeholder and tooling teams about product-related issues and blockers without requiring translation
• Strong written communication skills, including experience writing executive-level documents such as WBRs and QBRs
• Experience driving adoption of tools, products, or programs, including defining and tracking usage or adoption metrics
• Experience supporting or advising senior leaders

Preferred Qualifications

• 10+ years of leading complex, large-scale, IT, technical or engineering programs experience
• 10+ years of technical program management experience
• Previous experience in a Product/Technical Business Operations, or Technical Program Manager role in fast paced environments
• Experience working directly with customer-facing technical teams in cloud computing, or SaaS products
• Experience partnering with product or engineering teams to prioritize a backlog and drive rollout and change management
• Experience establishing feedback loops with a field or customer-facing organization and turning that signal into product or program improvements
• Experience owning or contributing to annual planning processes and running operational cadences such as WBRs, QBRs, or MBRs
• Experience planning and executing events, offsites, or summits

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, East Palo Alto - 210,200.00 - 284,300.00 USD annually USA, NY, New York - 201,000.00 - 272,000.00 USD annually USA, WA, Seattle - 182,800.00 - 247,300.00 USD annually