Manager, Customer Solutions Management , AWS Nonprofits

Description

We are looking for a Manager, Customer Solutions Management (CSM) who thrives in a dynamic, customer-focused environment and is obsessed with accelerating the cloud and AI adoption of nonprofit organizations. You will lead a team of CSMs working with mission-driven nonprofit customers and own delivery of strategically important solutions with significant customer technical and business impact across cloud migration, modernization, and AI transformation initiatives.

The Customer Solutions Management organization serves as a trusted advisor - combining technical and program management leadership with strategic business acumen to guide complex implementations. CSMs apply deep knowledge of AWS services, architecture principles, and domain-specific challenges to translate technical concepts into clear business outcomes and measurable results. The team guides our customers through the operational, educational, and governance aspects of a successful AWS cloud journey, driving adoption velocity and quality across engagements while accelerating the adoption of generative AI and agentic AI solutions that amplify nonprofit missions.

In this role, you will be technically capable and credible in your own right as well as effective in shaping the customer journey and skills of your team. You will drive the adoption of generative AI and agentic AI across your CSM team to scale effectiveness - helping nonprofits deploy autonomous workflows for donor engagement, build AI-powered program delivery systems, and leverage intelligent automation to extend their impact.

You must enjoy learning and introducing new concepts to help colleagues and customers embrace and adopt new technology, from foundational cloud migrations to production-grade agentic systems.

You will develop thought leadership that looks beyond technology and build mechanisms to help our nonprofit customers be successful on AWS. You will need to be adept at interacting, communicating, and partnering with other departments within AWS such as our sales, solutions architecture, professional services, marketing, and support teams, as well as representing your team to customers and executive management.

Other qualities we are looking for:

Be great fun to work with. At AWS, we have a credo of "Work hard. Have fun. Make history." In this role, you will love what you do, and instinctively know how to make work fun. You will be dynamic and creative, and willing to take on any challenge and make a big impact.

Enjoy developing talent to achieve great things. You will have a passion for educating, training, and enabling cloud and AI adoption experts for a diverse and challenging set of nonprofit customers. We love people who innovate, use data to make decisions, and can express themselves thoughtfully. We want you to be passionate about delivering a great customer experience and love contributing to a shared goal.

Have a strong obsession with customer success and successful cloud and AI adoptions. The ideal candidate will have past experience working with customers in a similar role and leading all aspects of successful cloud adoption and expansion for mission-driven organizations.

Key job responsibilities

Lead & Develop:
As a key member of the Field Sales Management team, ensure success and growth in our customers' cloud adoption. Hire, onboard, train, and develop Customer Solutions Managers from internal and external sources - building a high-performing team of cloud and AI adoption experts who deliver exceptional outcomes for nonprofit customers

Set Strategy & Goals:
Define team strategy working backwards from customer problems, establish metrics to measure progress and operational excellence, set clear performance expectations, and coach team members toward career growth and promotion readiness

Drive Customer Success:
As a key member of the nonprofit account teams, ensure success and growth in customers' cloud and AI journeys - owning the end-to-end customer experience from migration through modernization to AI transformation

Build Relationships:
Build deep relationships with decision makers within nonprofit customer accounts to enable them to be "Cloud advocates," engaging at the executive level to align technology adoption with mission objectives

Accelerate AI Adoption:
Drive the adoption of generative AI and agentic AI across your team and customer base - identifying opportunities for intelligent automation, autonomous workflows, and AI-powered solutions that scale nonprofit impact

Coach & Mentor:
Coach CSMs in the skills needed to successfully lead engagements, manage program cadence, develop executive presence, and help customers work backwards from business outcomes to technology solutions

Collaborate Across AWS:
Act as a conduit and liaison between customers, service engineering teams, solutions architecture, professional services, and support - ensuring cohesive execution against customer cloud strategy

Scale Best Practices:
Guide and motivate the development of…