Senior Program Lead - Customer Success & AI Outcomes

Amazon Inc.; New York (NY); On-site; USD 201,000 - 272,000; Full time

Job summary

Amazon Web Services, Inc. is seeking a Principal Customer Success Specialist for the CS COE to drive strategic initiatives that improve outcomes for AWS customers.

You will manage cross-team programs and a portfolio of success assets, coordinating with GTM, product, and partner teams to ensure disciplined execution. You will own weekly and quarterly reviews, establish feedback loops, and mentor teams while maintaining a high bar for executive communication and portfolio management.

Qualifications

• PM certification such as PMP, Scrum, or other Agile certification
• Bachelor's degree in Computer Science, Engineering, or related technical field or equivalent
• 10+ years in program management, technical program management, or business operations in fast-paced, large-scale orgs
• Technical understanding to communicate with stakeholder and tooling teams about product issues and blockers without translation
• Strong written communication, including executive-level docs like WBRs and QBRs
• Experience driving adoption of tools, products, or programs, including defining and tracking usage metrics
• Experience supporting or advising senior leaders

Responsibilities

• Serve as the program and operational backbone of the CS COE Direct Customer Success, owning cross-team initiatives end-to-end
• Own end-to-end creation and quality of operational and strategic planning documents across planning cycles for executive forums
• Own cadence and writing of weekly, monthly, and quarterly Business Reviews, set agenda, synthesize performance metrics into narratives
• Establish a closed-loop feedback mechanism with CSS, capturing insights and translating into prioritized improvements
• Define and track adoption and usage metrics for enablement assets and tools, drive uptake
• Drive awareness of flagship programs like Adoption Incentives and the AI-First Organization, aligning with field and partners
• Coordinate across teams to identify blockers and communicate product issues without translation
• Build relationships to broker solutions across silos and drive consensus on priorities

Skills

PM Certification

Project management

Executive communication

Executive writing

Stakeholder management

Adoption metrics

Leadership

Education

Bachelor's degree in CS/Engineering

Job description

Amazon Web Services, Inc. is seeking a Principal Customer Success Specialist for the CS COE to drive strategic initiatives that improve outcomes for AWS customers.

You will manage cross-team programs and a portfolio of success assets, coordinating with GTM, product, and partner teams to ensure disciplined execution. You will own weekly and quarterly reviews, establish feedback loops, and mentor teams while maintaining a high bar for executive communication and portfolio management.