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.

This position is a Principal Customer Success Specialist - Gen AI 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 reimagine their business processes using AI. 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.

About The Team

Diverse Experiences
AWS values diverse experiences. If you do not meet all preferred qualifications, we encourage you to apply. If your career is just starting 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 continue to innovate to power customer success.

Inclusive Team Culture
We value curiosity and connection. Our affinity groups promote inclusion and empower our people to bring bold ideas and fresh perspectives to everything we do.

Mentorship & Career Growth
We strive to become Earth’s Best Employer by offering knowledge-sharing, mentorship, and career-advancing resources.

Work/Life Balance
We value work-life harmony and flexibility to support employees in achieving success at work and at home.

Strategic Customer Transformation

• 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.

Offering Development & Scaling

• 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.

Partner Ecosystem Enablement

• 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.

Customer Success Management

• 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.

Thought Leadership & Innovation

• 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…