Sr Mgr Customer Success for Observability AWS Specialist and Partner Organization

AWS is one of Amazons fastest growing businesses servicing millions of customers in more than 190 countries. As organizations increasingly rely on cloudnative applications and distributed systems fullstack observability has become critical to collecting correlating aggregating and analyzing telemetry in network infrastructure and applications in the cloud hybrid or onpremises 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 forwardlooking strategy for observability technical design and implementation adoption and ensures we continue to provide value while increasing retention and expanding the customers 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 teams 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 AWSs 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 crossfunctional and engage with AWS teams across sales solutions architecture and AWS services working at the CxO level at customers to maximize customers observability investments.


Key job 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

Required Technical Knowledge:
* Deep expertise with observability platforms and tools such as:
* AWS native services (CloudWatch CloudTrail etc.
* Opensource solutions (Prometheus Grafana OpenTelemetry)
* Commercial solutions (Datadog New Relic Splunk Dynatrace)
* Understanding of modern application architectures (microservices containers serverless)
* Experience with DevOps practices and tools
* Knowledge of SRE principles and practices

About the team
Why AWS

Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats 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 hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

Work/Life Balance

We value worklife 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 theres nothing we cant achieve in the cloud.

Inclusive Team Culture

Here at AWS its in our nature to learn and be curious. Our employeeled 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

Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.

* 10 years of technical customerfacing roles
* 5 years of observability platforms and solutions
* 5 years of people management experience
* Bachelors degree in Computer Science Engineering or related field
* Strong understanding of cloud computing concepts and AWS services

* 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

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.

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 Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco 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 for more information. If the country/region youre applying in isnt 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 $180900/year in our lowest geographic market up to $312800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.