The Senior Manager of Customer Success is responsible for leading a team of technical and non-technical professionals focused on driving successful SaaS platform implementations and enterprise adoption of AWS's GenAI services stack. 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 end-to-end pre to post sales cycle, including technical delivery of proof-of-concepts built in customer pre-production environments through production deployments and 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.
- Present road maps and strategies (directly and through coaching others) to customer executives on launching and scaling GenAI across their enterprises.
- 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.
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 end-to-end pre to post sales cycle, including technical delivery of proof-of-concepts built in customer pre-production environments through production deployments and 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.
- Present road maps and strategies (directly and through coaching others) to customer executives on launching and scaling GenAI across their enterprises.
- 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.