Jobs and Careers
AM
Senior Manager Q Customer Success, Customer Success Team
Amazon.comUnited Statesfull_timeVerifiedPosted 26 Mar 2025
💰 $312,800/yr($180,900/yr – $312,800/yr)
About the role
The Senior Manager of Customer Success is responsible for leading a team of customer success professionals focused on driving successful SaaS platform implementations and enterprise adoption. In this role, you will manage a portfolio of strategic customer projects, aligning cross-functionally to ensure seamless delivery and an exceptional customer experience.
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 creation of proof-of-concept demos and pilot programs to showcase platform capabilities and drive 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
- 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.
- 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, and leading teams
- Experience with managing multi-stakeholder projects and delivering solutions
- Experience working cross functionally with tech and non-tech teams
- Bachelor's degree in business, technology, or a related field
- Familiarity with SaaS business models and enterprise software implementation best practices.
- Experience driving end to end delivery, and communicating results to senior leadership experience
- Masters or PhD preferred
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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 a
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 creation of proof-of-concept demos and pilot programs to showcase platform capabilities and drive 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
- 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, and leading teams
- Experience with managing multi-stakeholder projects and delivering solutions
- Experience working cross functionally with tech and non-tech teams
- Bachelor's degree in business, technology, or a related field
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
- Masters or PhD preferred
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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 a
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