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.

Why AWS?

• Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted
• cloud platform. We pioneered cloud computing and never stopped innovating —
• that’s 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

• 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.

Mentorship & Career Growth

• 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.
• 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.

• 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
• [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
• [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