Senior Manager Q Customer Success, Customer Success Team

Amazon Web Services (AWS); New York (NY); On-site; USD 180,000 - 313,000; Full time

Job summary

Join a forward-thinking company as a Senior Manager of Customer Success, where you will lead a dynamic team dedicated to driving successful SaaS implementations and enterprise adoption of innovative services. This role involves managing strategic customer projects and collaborating with cross-functional teams to ensure exceptional delivery and customer experience. With a focus on mentorship and continuous improvement, you will play a pivotal role in enhancing customer satisfaction and organizational growth. This is an exciting opportunity to make a significant impact in a rapidly evolving industry.

Qualifications

• 10+ years in customer success or account management.
• Experience leading cross-functional teams across geographies.

Responsibilities

• Oversee a team of customer success managers and solutions architects.
• Manage relationships with strategic customer accounts.

Skills

Customer Success Management

Cross-Organizational Leadership

Generative AI Technology

Analytical Skills

Project Management

Education

Bachelor's Degree in Business or Technology

Advanced Degree Preferred

Job description

Senior Manager Q Customer Success, Customer Success Team

Join to apply for the Senior Manager Q Customer Success, Customer Success Team role at Amazon Web Services (AWS)

Senior Manager Q Customer Success, Customer Success Team

6 days ago Be among the first 25 applicants

Join to apply for the Senior Manager Q Customer Success, Customer Success Team role at Amazon Web Services (AWS)

Description

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.

Description

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.

Basic Qualifications

• Experience leading 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
• Hands on experience with generative AI technology
• 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
• Experience with managing complex, multi-stakeholder projects and delivering solutions
  
  

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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $180,900/year in our lowest geographic market up to $312,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.


Company - Amazon Web Services, Inc.

Job ID: A2943088

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Research, Science, and Engineering

• Industries

  IT Services and IT Consulting

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