Principal Customer Success Specialist, Observability & Security, AWS Specialist and Partner Organization

Amazon Web Services (AWS); San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

AWS Specialist and Partner Organization (ASP) within the CSCOE is seeking a Principal Customer Success Specialist in Observability & Security to shape forward-looking post-sale journeys across observability and security, including adoption, retention, expansion, and value realization. You will guide customers through technical, operational, and organizational dimensions across cloud environments.

You will engage deeply with enterprise accounts, spanning AWS-native tooling, open-source, and

Responsibilities

• Define and communicate the strategic vision for how observability and security converge within the Customer Success practice, serving as the organization's subject-matter authority on this intersection
• Develop adoption frameworks that span the full maturity spectrum: from foundational monitoring and security posture assessment through advanced AIOps implementations, ML-powered anomaly detection, and automated security remediation workflows
• Author and maintain cross-domain playbooks that leverage the intersection of observability and security, such as using observability telemetry signals for security incident response

Job description

Description

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

At AWS, Security has always been "job zero" - security is not just the top priority, it comes before everything else. At the same time, full-stack observability is critical for customers running modern applications at scale: the insights delivered by AWS's observability solutions help teams detect, investigate, and remediate problems faster, and, coupled with AI and ML, proactively predict and prevent them. These two disciplines are converging. Security observability, threat detection through telemetry, and AI-driven operations all require unified visibility across metrics, traces, logs, and security signals. In the era of GenAI, customers need solutions that bridge both domains to enable secure innovation, protect sensitive data, achieve operational excellence, and maintain compliance with evolving global regulations.

The Principal Customer Success Specialist, Observability & Security is an individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence (CSCOE). This role serves as a senior technical advisor and thought leader who shapes the forward-looking strategy for customer post‑sale journeys across both observability and security, encompassing adoption, retention, expansion, and long‑term value realization. You will guide customers through the technical, operational, and organizational dimensions of implementing successful observability and security practices across their cloud environments, including AI and GenAI workloads.

In this role, you will personally engage and build deep relationships across relevant customer personas in our largest and most strategic enterprise accounts. You will be deeply technical across both observability and security solutions, spanning commercial, open‑source, and AWS-native tooling, while effectively shaping customer journeys and raising the bar for the broader team. The ideal candidate will have hands‑on enterprise experience with observability and security platforms and modern DevSecOps practices, and will be passionate about helping customers achieve operationally excellent, secure, compliant, and trustworthy environments.

This role is deeply cross‑functional, engaging with AWS teams across Sales, Solutions Architecture, AWS Product teams, and Marketing, working at the CxO level at customers to maximize their observability and security investments. You will define customer success strategy, create playbooks and scalable frameworks that combine strategic thinking with operational excellence and technical depth. You will work closely with the Observability & Security Service and GTM teams, as well as Partners and Professional Services, to support and amplify service adoption plays through direct and partner‑led engagements and by enabling the broader AWS Field to leverage best practices you establish.

Key job responsibilities

Strategic Vision & Convergence Thought Leadership

• Define and communicate the strategic vision for how observability and security converge within the Customer Success practice, serving as the organization's subject‑matter authority on this intersection
• Develop adoption frameworks that span the full maturity spectrum: from foundational monitoring and security posture assessment through advanced AIOps implementations, ML‑powered anomaly detection, and automated security remediation workflows
• Author and maintain cross‑domain playbooks that leverage the intersection of observability and security, such as using observability telemetry signals for security incident response