Senior AI Acceleration Lead, Customer Success COE, AWS Specialist and Partner Organization , AWS Specialist and Partner

Amazon Web Services (AWS) is seeking a Senior AI Acceleration Lead to join the Customer Success Center of Excellence (CS COE) within the AWS Specialists & Partner Organization. This role is critical to scaling how the CS COE engages with field teams and partners to drive customer outcomes through post-launch tooling, AI-powered platforms, and enablement frameworks.

You will own adoption strategy, communications, and change management for customer success programs and mechanisms, including next-generation AI tools, that reach thousands of field roles and partners globally. You will design and execute strategies for rolling out new tools and frameworks, drive phased regional rollouts, manage stakeholder communications with field leaders, and build feedback loops that accelerate product adoption and inform the tooling roadmap.

You are held accountable when tool adoption falls behind plan or user outcomes are at risk.

This is a highly cross-functional role requiring the ability to influence without authority, communicate effectively with senior leaders, and operate at both strategic and tactical levels. You will partner closely with Product Management, Engineering, Field Leadership, Field Enablement, and Learning & Development teams to ensure that customer success programs land effectively with the field and drive measurable impact on customer outcomes.

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 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.

• Own end-to-end enablement and adoption strategy for CS Intelligence AI tools, driving measurable increases in usage across field teams and partners
• Design and deliver content in collaboration with stakeholder teams (eLearning, learning paths, certifications, accreditation badges) and manage live sessions, office hours, and pitch practice exercises
• Own change management and field readiness across global field organizations, driving adoption from awareness through proficiency
• Plan and execute phased rollouts (regional, BU-level) for new tools and programs, managing dependencies with field leadership
• Track adoption and enablement metrics via dashboards; diagnose what is working and what is not, and implement corrective actions when usage falls behind plan
• Build repeatable enablement mechanisms (playbooks, onboarding frameworks, qualification criteria) that empower field teams to independently scale tool usage

• Lead cross-functional stakeholder communications for program launches, coordinating messaging across multiple geographic regions and business units
• Build and maintain relationships with field stakeholders to secure alignment and drive participation
• Enable field teams with personalized outreach, opportunity data, and tooling access; coordinate with regional teams (NAMER, EMEA, APJ, LATAM) to adapt engagement models locally
• Draft and deliver launch communications, status updates, and executive-level program summaries
• Navigate organizational complexity to influence adoption decisions without direct authority

• Collect and own the end-to-end feedback loop from tool users (field teams, partners), translating signals into structured input for the tooling roadmap
• Drive prioritization of features and capabilities by advocating based on observed adoption patterns, competitive gaps, and unmet user needs
• Manage tooling guides, FAQ documentation, and self-service resources for field and partner teams
• Build and maintain operational dashboards to track program health, adoption velocity, and engagement metrics
• Run operational rhythm (weekly syncs, office hours, feedback reviews) to maintain program momentum; identify blockers and implement process improvements to accelerate scale

• Experience driving adoption of enterprise software, SaaS platforms, or internal tooling at scale
• A strong background in enablement, change management, or field operations within technology companies
• Experience with CRM tools (Salesforce), learning…