Customer Success Manager

Presidio, Where Teamwork and Innovation Shape the Future
At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights.

The Role
As a Customer Success Manager (CSM), you will be serving as the main liaison between Presidio and AWS ProServe, focusing on engagement readiness, delivery enablement, staffing coordination, and operational readiness. Key duties include maintaining communication with AWS stakeholders, managing resource allocation across teams, tracking project performance, addressing client escalations, and enhancing service delivery quality. Required skills emphasize consultative customer service, problem-solving, communication, and technical knowledge, while qualifications include a bachelor's degree or equivalent experience, extensive customer success management, migration project leadership, cloud infrastructure management, and relevant AWS certifications

Responsibilities include:

The Customer Success Manager (CSM) serves as the primary point of contact and central liaison between Presidio and AWS ProServe. This role is responsible for ensuring seamless alignment across opportunity intake, staffing, delivery readiness, and ongoing engagement execution.

 

The CSM plays a critical role in orchestrating cross-functional collaboration, including coordinating closely with AWS ProServe stakeholders on opportunity qualifications and supporting joint interview and selection processes to ensure the right Presidio talent is deployed.

 

This individual must bring a strong technical foundation across cloud, migration, DevOps, application development, data, and AI domains to effectively route requests, align skills to demand, and support high-quality delivery outcomes.

Engagement Readiness & Delivery Enablement 

• • Serve as the primary point of contact and liaison between Presidio and AWS ProServe
  • Maintain proactive communication with AWS ProServe stakeholders across opportunities and active engagements
  • Identify, track, and manage upcoming AWS ProServe opportunities
  • Own internal alignment across GTM, delivery, and practice leadership for each opportunity
  • Ensure delivery teams understand AWS ProServe expectations, scope, and operating models 
  • Support coordination of joint Presidio and AWS ProServe interviews and candidate selection processes

Staffing & Capacity Coordination 

• • • Develop and operationalize standardized intake and staffing processes for AWS ProServe engagements
    • Partner with practice leads to secure appropriate technical resources across US and India delivery teams
    • Leverage technical understanding to effectively route requests across App Dev, Data, AI, Cloud, and End User Compute domains
    • Support coordination of engagement kickoff, role clarity, and onboarding
    • Anticipate resource gaps and proactively escalate capacity risks
    • Maintain forward-looking visibility into ProServe demand and staffing needs
    • Identify repeatable staffing patterns, skill gaps, and optimization opportunities

Operational Readiness & Ongoing Engagement 

• • Provide regular reporting and insights to Services leadership on ProServe performance
  • Track project performance, utilization, and key delivery metrics
  • Identify trends in deal types, skill demand, and growth areas
  • Develop and refine playbooks for ProServe delivery and engagement management
  • Partner with GTM and delivery leadership to improve win rates and execution quality
  • Monitor ongoing engagements, proactively identifying and mitigating risks
  • Manage escalations, ensuring timely resolution and strong client outcomes
  • Deliver a consistent, high-quality client experience aligned with Presidio’s service culture

Required Skills: 

• Basic technical understanding across:
• Cloud migration and modernization (AWS preferred)
• DevOps and platform engineering
• Application development (full stack)
• Data and analytics platforms
• AI / GenAI concepts and use cases
• End User Compute environments

• Ability to translate technical requirements into staffing and delivery decisions
• Experience working in matrixed, global delivery