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

About the role

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.

What you will do

• 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

What you bring

• 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

Nice to have

• 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

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

Pay and benefits

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.

About the company

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.

Equal opportunity and notices

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