Senior Manager, Customer Success Specialists, Amazon Quick , AWS Specialist and Partner Organization

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. Your team will own end-to-end adoption outcomes for a portfolio of strategic Quick customers, progressing them through the post-launch lifecycle and delivering measurable business value.

You will set the operational cadence and quality bar for your team, ensure they have the skills, assets, and support to deliver customer outcomes, and partner closely with the rest of the Customer Success Center of Excellence team members (CS COE, who build scalable methodologies and assets) to create the flywheel between customer evidence and reusable patterns. You will also collaborate with the go-to-market, Forward Deployed Quick Engineers, partner-led CS (PLCS), and field roles to ensure seamless handoffs and coverage across the activation backlog.
Note: Demonstrable experience leading customer-facing, AI-centric teams is a key requirement for this role. Prior individual experience as an AI practitioner, while valuable, is not sufficient. This role requires proven ability to build, coach, and scale a team of specialists who drive AI adoption outcomes across enterprise customer portfolios.


Key job responsibilities
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.
Cross-Functional Collaboration & Partner Support
- 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.

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, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

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Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

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Work/Life Balance

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Basic Qualifications: - 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 Preferred Qualifications: - 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

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

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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