Senior Manager Q Customer Success, Customer Success Team

DESCRIPTION

The Senior Manager of Customer Success is responsible for leading a team of customer success professionals focused on driving successful SaaS platform implementations and enterprise adoption. In this role, you will manage a portfolio of strategic customer projects, aligning cross-functionally to ensure seamless delivery and an exceptional customer experience.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Key job responsibilities

• Oversee a team of customer success managers, solutions architects, and implementation specialists, providing mentorship and guidance to drive individual and team performance.
• Serve as the primary point of contact for a portfolio of strategic customer accounts, managing relationships and acting as a strategic advisor.
• Partner closely with sales, product, and engineering teams to scope and plan customer projects, ensuring alignment on requirements, timelines, and success metrics.
• Lead the creation of proof-of-concept demos and pilot programs to showcase platform capabilities and drive initial adoption.
• Develop and execute comprehensive launch plans to enable a frictionless transition from implementation to production use.
• Monitor customer health metrics and proactively identify risks or opportunities, implementing retention and expansion strategies.
• Collaborate with regional and global teams to share best practices, standardize processes, and drive continuous improvement.
• Stay up-to-date on industry trends and competitive landscape, recommending enhancements to the customer success model.
• Contribute to the development of the customer success organization, identifying talent needs and participating in hiring and training initiatives.

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

Here at AWS, it’s in our nature to learn and be curious. Our employee-led 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 (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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 in the cloud.

BASIC QUALIFICATIONS

• Experience leading large, cross-organizational teams (i.e., Product Managers, Business Analysts, Data Architects, Data Scientists, Security, and Data Engineers) that may span geographic boundaries.
• 10+ years experience in customer success, account management, or professional services, with a track record of leading high-performing teams.
• Experience with managing complex, multi-stakeholder projects and delivering solutions.
• Experience working cross functionally with tech and non-tech teams
• Bachelor’s degree in business, technology, or a related field; advanced degree preferred.

PREFERRED QUALIFICATIONS

• Strong analytical and problem-solving skills, with the capacity to leverage data to drive informed decision-making.
• Familiarity with SaaS business models and enterprise software implementation best practices.
• Experience driving end to end delivery, and communicating results to senior leadership experience

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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.

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