Manager, CS Analytics and Tooling, AWS Specialist and Partner Organization

As Manager of Customer Success Tooling within the AWS Specialists & Partners (ASP) org you will be responsible for leading and developing a team that defines and executes the strategic vision for AWS customer success tooling. Reporting directly to the Director of Customer Success you will architect a comprehensive tooling strategy that enables AWS teams and partners to effectively deliver and measure customer success. This role requires deep understanding of the complete customer lifecycle from onboarding through adoption growth and renewal and the various tools and systems that support each phase. You will need strong technical acumen across CRM platforms customer health monitoring systems analytics tools and automation frameworks to create an integrated ecosystem that drives operational efficiency. This is a highly strategic and impactful role that requires the ability to influence crossfunctional priorities negotiate effectively and build a highperforming team. Success demands a unique blend of deep technical expertise in enterprise architecture and systems integration combined with strong business acumen to create a cohesive tooling environment that delivers actionable insights across the customer success organization other AWS teams and AWS Partners.

Key job responsibilities
Strategy & Vision:
Define and drive an innovative comprehensive vision for AWS customer success tooling that leverages AI/ML to surface realtime customer engagement signals predict adoption patterns and enable proactive customer success actions at scale.
Architect an AWSwide tooling strategy that seamlessly integrates AWS Partner Central and AWSentral while automating undifferentiated tasks to maximize specialist and partner productivity.
Design and implement intelligent systems that analyze customer behavior patterns usage metrics and engagement data to automatically identify opportunities risks and recommended actions for customer success teams.
Lead the development of AIpowered solutions that transform traditional customer success operations including automated health scoring predictive churn prevention and intelligent resource allocation across customer segments.
Drive crossfunctional alignment on tooling priorities by translating customer success operational needs into technical requirements while maintaining strong partnerships with engineering product and business stakeholders.
Create datadriven frameworks for measuring tooling effectiveness quantifying automation benefits and delivering executivelevel insights on customer success operational efficiency and business impact.
Drive crossfunctional collaboration with SMGS ops AFX legal and security teams to ensure aligned tooling execution while establishing robust governance practices for data management compliance and operational monitoring using AWS tools.
Design and implement datadriven prioritization frameworks for addressing tooling gaps managing resource allocation across highimpact projects and delivering executivelevel reporting on strategic initiatives ROI and business impact.
Product Development Technical Leadership & Execution:
Spearhead endtoend product development of customer success tooling ecosystem encompassing unified health monitoring analytics dashboards and scalable data models with AWSaligned security controls and rolebased access management.
Design and implement advanced predictive analytics systems that identify adoption trends and customer risks while establishing comprehensive value measurement frameworks to enable datadriven decision making.
Serve as primary strategic liaison between customer success and technical teams facilitating executive strategy sessions and fostering crossfunctional partnerships to ensure aligned delivery of tooling solutions.
Provide strategic technical leadership for architectural decisions ensuring seamless integration scalability and supportability across the entire tooling ecosystem through industry best practices and AWS architectural principles.
Organizational Development & People Leadership:
Design and build an organizational structure that supports longterm success while attracting hiring and developing top talent through strategic exposure and accelerated skill development programs.
Establish clear communication channels for priorities and performance expectations demonstrating excellence in verbal and written communication across various formats including narratives PRFAQs MBRs and OP1/OP2 documents.
Oversee and optimize tooling budget allocation making strategic decisions that balance speed costs and roadmap alignment to maximize organizational impact and efficiency.
Serve as a trusted leader capable of engaging presenting and managing escalations at the leadership level representing the teams interests and achievements to senior executives and key stakeholders.
This people leader role combines people leadership and technical depth with strategic thinking to transform AWS customer success operations through innovative tooling solutions. Were looking for people that have:
A strong technical background with understanding of enterprise architecture
Understanding of endtoend customer lifecycle and systems and tools that map to the different stages in the lifecycle
Experience with data modeling visualization and business intelligence tools
Experience leading a large team with varied skillsets

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 product management or technical program management
7 years of building enterprise software or tooling solutions
7 years of people management experience
Proven track record of delivering complex crossorganizational technical initiatives
BA/BS degree in Computer Science Engineering or related field

Understanding of security and compliance requirements in enterprise environments
Experience with cloud computing platforms and services
Knowledge of customer success operations tools and methodologies
Knowledge of SFDC and designing and implementing CRM changes
Experience with AI/ML implementation in enterprise tools
Track record of building analytics and reporting solutions (QuickSight & Tableau preferred)
Strong understanding of API integration and microservices architecture

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

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