Senior Manager, Customer Success Specialists, Amazon Quick, 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

Team Leadership & Development

• Recruit, develop, and retain a team of Amazon Quick Service CSS who own end-to-end adoption outcomes within assigned accounts. Set clear performance expectations around activation targets, customer success plan quality, lifecycle progression, and contribution to scalable assets.
• Coach CSS on executive engagement, change management execution, adoption architecture, and value storytelling. Ensure each CSS can run C-suite alignment sessions, drive deep enablement, build champion networks, and deliver measurable business outcomes independently.
• Lead the team operating cadence: weekly account reviews, monthly portfolio health checks, quarterly performance calibrations. Ensure operational excellence tooling entries are current, escalations are documented with impact data, and interventions are triggered within defined SLAs.

Customer Outcomes & Portfolio Management

• Own the aggregate activation and value realization outcomes across the team's Quick customer portfolio. Track monthly active-users (MAU), activation rates, and revenue realization metrics, feature adoption breadth and depth, and retention across assigned accounts. Intervene directly on strategic or at-risk accounts when needed.
• Manage portfolio assignment and coverage optimization: match CSS strengths to account complexity, balance workloads across the team, and coordinate with partner-led CS and other field roles to avoid gaps or duplication.
• Serve as the escalation point for account-level blockers that exceed CSS authority, including product blockers, competitive threats, executive sponsor disengagement, and partner performance issues. Escalate systemic patterns to CS COE leadership.

Strategic Customer Transformation

• Guide the team in translating AI strategy into account-specific execution: discovery sessions, use case identification by function (sales, finance, HR, legal), customer success plans tied to business KPIs, and phased rollout sequencing.
• Ensure each engagement produces a documented customer success plan within 30 days of kickoff, with defined before/after KPIs per use case, activation targets by cohort, and a clear path through the lifecycle.

Operational Rigor & Governance

• Drive disciplined account management across the team. Ensure weekly operational excellence tooling updates[BS1.1], lifecycle progression documentation, and telemetry monitoring. Hold CSS accountable for intervention triggers: root cause analysis of stalled adoption, product blocker escalation with documented customer impact.
• Contribute to preparation for business reviews with account-level data, portfolio health summaries, and recommended strategic actions. Represent the Quick Service CSS portfolio in bi-weekly steering committee and monthly program reviews.
• Collaborate with the rest of the CS COE teams: share field engagement patterns, customer evidence, and adoption insights that inform scalable asset development, while leveraging existing methodologies, playbooks, and tooling to accelerate the team's customer outcomes.
• Coordinate with Forward Deployed Quick Engineers on implementation-to-adoption handoffs, ensuring the transition from initial activation to scaled adoption is clean and well-documented.
• Support partner-led engagements by ensuring CSS provide advisory depth on Quick-specific adoption challenges and validate partner-delivered outcomes meet lifecycle criteria.

What you bring

• Knowledge of enterprise cloud strategies and distributed applications
• 15+ years of experience in senior customer-facing roles including customer success management, strategic consulting, or business transformation advisory, with direct accountability for enterprise customer outcomes
• 5+ years of experience managing and developing customer-facing teams (customer success, consulting, or technical advisory), with demonstrated ability to recruit, coach, and retain high-performing specialists
• Proven track record leading teams that drive AI or technology adoption outcomes at enterprise scale, with measurable results in activation rates, value realization, or revenue growth
• Deep expertise in enterprise business transformation and process reinvention, with direct experience overseeing teams that advise organizations through significant operational change (not just technology implementations)
• L200+ understanding of Amazon Quick capabilities (AI-powered search, research agents, custom agents, workflows, knowledge management) and the AWS AI services and AI concepts (Amazon Bedrock, SageMaker, foundational models, RAG architectures) with ability to guide team members on positioning technical capabilities in business value terms
• Strong executive presence with demonstrated ability to influence C-suite and VP-level stakeholders on business strategy and operational transformation

Nice to have

• Knowledge of Agile practices such as SCRUM, Kanban, or SAFe

Leadership & Team Development

• Experience building customer success teams from the ground up or scaling existing teams through periods of rapid growth and organizational change
• Track record of developing individual contributors into high-performing specialists through structured coaching, skill development, and exposure to increasingly complex engagements
• Experience establishing team operating cadences, performance measurement frameworks, and quality standards that drive consistency across a portfolio of enterprise accounts

Domain Expertise

• 5+ years of direct experience in enterprise AI adoption, business operations transformation, or productivity initiatives at scale, with measurable outcomes achieved
• Deep understanding of AI/ML capabilities for business operations including knowledge management, research and analysis, decision support, workflow automation, and agentic AI
• Experience managing teams through competitive displacement scenarios (Microsoft Copilot, Google Gemini, Glean) with documented win strategies

Technical & Platform Skills

• Hands-on experience with Amazon Quick, AWS AI/ML services (Bedrock, SageMaker), or comparable enterprise AI platforms, sufficient to provide technical guidance and unblock team members
• Understanding of enterprise data architectures, governance frameworks, and integration patterns required for AI-powered business operations at scale

Program & Delivery Excellence

• Experience managing customer portfolios with defined coverage models, tiered engagement approaches, and structured escalation paths
• Demonstrated ability to balance team capacity across high-touch and medium-touch engagement motions while maintaining outcome quality

Ecosystem & Cross-Functional Collaboration

• Experience partnering with partner organizations, field teams, and product teams to drive coordinated customer outcomes across multiple stakeholder groups
• Track record of building feedback loops between customer-facing teams and product/engineering organizations that result in measurable product improvements

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, Mountain View - 231,200.00 - 312,800.00 USD annually
• USA, NY, New York - 221,100.00 - 299,200.00 USD annually
• USA, TX, Dallas - 201,000.00 - 272,000.00 USD annually
• USA, WA, Seattle - 201,000.00 - 272,000.00 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

AWS is seeking a Senior Manager, Customer Success Specialists (CSS), Amazon Quick to lead a team of Service CSS driving enterprise adoption of Amazon Quick and AWS generative AI services. This is a people leadership role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, responsible for building, developing, and managing a team of customer-facing specialists who help enterprises move from AI experimentation to systematic business process reinvention at scale with AWS AI services

Amazon Quick is AWS's enterprise AI platform that enables organizations to transform how work gets done, from knowledge management and research to decision-making and operational workflows.

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.