Principal Customer Success Specialist - Gen AI, Customer Success Center of Excellence

Description

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go‑to‑market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

AWS is seeking a Principal Customer Success Specialist – Gen AI to transform how organizations plan, execute, and operate their businesses through adoption of Amazon Quick and AWS’s generative AI platform. This is a senior individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, requiring a combination of executive‑level strategic vision and practical credibility to help customers fundamentally reimagine their business processes using AI.

Amazon Quick is AWS’s enterprise AI platform that enables organizations to transform how work gets done, from knowledge management and research to decision‑making and operational workflows. This role focuses on helping customers move beyond AI experimentation to systematic business process reinvention at enterprise scale.

You will define the methodologies, frameworks, and repeatable models that shape how AWS and its customers approach AI‑powered business planning, execution, and operation transformation. Your work will directly influence product roadmaps, partner ecosystems, and go‑to‑market strategies, creating lasting organizational and market impact across hundreds of enterprises globally.

• Design and lead comprehensive “business execution” transformation strategies for enterprise customers adopting Amazon Quick and AWS Gen AI services, addressing process redesign, organizational capabilities, change management, and value realization through integrated frameworks and executive alignment.

• Build repeatable transformation methodologies, maturity models, and assessment frameworks that enable AWS and partners to guide customers from AI experimentation to systematic business process reinvention at scale.
• Synthesize learnings from customer engagements into documented playbooks, best practices, and success patterns that inform AWS product roadmap and GTM strategy.

• Co‑develop transformation offerings with strategic consulting partners (GSIs, SIs, boutique AI consultancies) and support the partner‑led organization as they create enablement programs, including training, certification, and delivery toolkits, that scale high‑quality customer success delivery through the partner ecosystem.

• Monitor customer transformation health and proactively address adoption barriers while driving measurable business value realization (productivity gains, cost reduction, decision quality improvement) through structured success planning and executive business reviews.

• Develop leading point‑of‑view content, maturity models, and best practices for AI‑powered business execution transformation that establish AWS intellectual leadership.
• Influence Amazon Quick product roadmap through synthesized customer insights and represent AWS as a recognized expert at industry forums and executive events.

• AWS certification, such as, AWS Solutions Architect, or a similar cloud certification.
• 10+ years of experience in senior customer‑facing roles including customer success management, strategic consulting, or business transformation advisory, with direct accountability for enterprise customer outcomes.
• 15+ years leading complex, large‑scale business transformation or organizational change programs with significant technology enablement components in enterprise contexts.
• Deep expertise in enterprise business execution and process transformation, with direct experience advising organizations through significant operational reinvention initiatives (not just technology…