Senior Customer Success Engineer, AI-Powered Messaging

Amazon Web Services (AWS); Seattle (WA); On-site; USD 154,000 - 208,000; Full time

Job summary

Amazon Web Services, Inc. in Seattle, WA seeks an experienced Customer Success Specialist for Communication Developer Services (CDS) focusing on End User Messaging and SES with Applied AI.

You’ll guide enterprise customers from onboarding to production, drive adoption of CDS channels, and partner with field teams to deliver scalable, AI-enabled messaging programs. The role requires 5+ years in customer-facing leadership, cross-functional collaboration, and deep cloud/service experience.

Qualifications

• 5+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience.
• 5+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience.
• Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams.

Responsibilities

• Serve as the primary point of contact for a portfolio of strategic customer accounts, acting as a strategic advisor and driving enterprise-wide adoption of CDS services.
• Own onboarding and ramp. Drive time-to-first-value, remove technical and operational blockers, and coordinate with SA and support to get customers to production quickly.
• Own the expand & churn motion. Monitor customer health and adoption, forecast usage, identify growth opportunities, and address at-risk accounts before churn, while meeting annual revenue and retention targets.
• Guide customers adopting conversational and agentic-AI communication patterns, helping them apply AI-driven engagement responsibly on top of CDS channels.
• Build repeatable, scalable assets such as playbooks, best-practices, and reusable programs, so adoption patterns work across your portfolio rather than one account at a time.
• Deliver compelling presentations, product demos, sample solutions and programs, events, and discussions to enable customer success.
• Build customer skills and proficiency with CDS (deliverability, compliance, and multi-channel best practices).
• Engage with senior stakeholders to understand the value proposition of CDS and uncover new areas of business value.
• Develop account plans in conjunction with field teams, and work with partners and ISVs to extend reach and drive adoption of AWS solutions.

Skills

Customer-facing experience

Leadership of large programs

Cross-functional collaboration

Education

Bachelor's degree in science, technology, engineering, math, business or equivalent

Job description

Amazon Web Services, Inc. in Seattle, WA seeks an experienced Customer Success Specialist for Communication Developer Services (CDS) focusing on End User Messaging and SES with Applied AI.

You’ll guide enterprise customers from onboarding to production, drive adoption of CDS channels, and partner with field teams to deliver scalable, AI-enabled messaging programs. The role requires 5+ years in customer-facing leadership, cross-functional collaboration, and deep cloud/service experience.