Senior Manager Q Customer Success Customer Success Team

The Senior Manager of Customer Success is responsible for leading a team of technical and nontechnical professionals focused on driving successful SaaS platform implementations and enterprise adoption of AWSs GenAI services stack. In this role you will manage a portfolio of strategic customer projects aligning crossfunctionally to ensure seamless delivery and an exceptional customer experience.

AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector.


Key job responsibilities
Oversee a team of customer success managers solutions architects and implementation specialists providing mentorship and guidance to drive individual and team performance.
Serve as the primary point of contact for a portfolio of strategic customer accounts managing relationships and acting as a strategic advisor.
Partner closely with sales product and engineering teams to scope and plan customer projects ensuring alignment on requirements timelines and success metrics.
Lead the endtoend pre to post sales cycle including technical delivery of proofofconcepts built in customer preproduction environments through production deployments and initial adoption.
Develop and execute comprehensive launch plans to enable a frictionless transition from implementation to production use.
Monitor customer health metrics and proactively identify risks or opportunities implementing retention and expansion strategies.
Present road maps and strategies (directly and through coaching others) to customer executives on launching and scaling GenAI across their enterprises.
Collaborate with regional and global teams to share best practices standardize processes and drive continuous improvement.
Stay uptodate on industry trends and competitive landscape recommending enhancements to the customer success model.
Contribute to the development of the customer success organization identifying talent needs and participating in hiring and training initiatives.

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 hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

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.

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 (gender diversity) conferences inspire us to never stop embracing our uniqueness.

Mentorship & 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.

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.

Experience leading crossorganizational teams (i.e. Product Managers Business Analysts Data Architects Data Scientists Security and Data Engineers) that may span geographic boundaries.
10 years experience in customer success account management or professional services
Hands on experience with generative AI technology
Experience working cross functionally with tech and nontech teams
Bachelors degree in business technology or a related field; advanced degree preferred

Strong analytical and problemsolving skills with the capacity to leverage data to drive informed decisionmaking
Familiarity with SaaS business models and enterprise software implementation best practices.
Experience driving end to end delivery and communicating results to senior leadership experience
Experience with managing complex multistakeholder projects and delivering solutions

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 Companys 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 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.