Principal Customer Success Specialist - Business Outcomes, Customer Success Center of Excellence, AWS Specialist and Partner Organization

In this role you drive program management and technical collaboration for the CS COE Direct Customer Success within AWS, shaping the execution of multi-team initiatives and a portfolio of success assets. You will orchestrate planning, reviews, and closed-loop feedback to ensure enablement tools are adopted and outcomes-focused. You'll operate at executive cadence, translating complex discussions into decisions and guiding flagship programs like Adoption Incentives, the AI-First Organization, and CSS Academy. This is a high-impact, cross-functional operator role with visibility into annual planning and executive forums.

• health insurance (medical, dental, vision)
• 401(k) matching
• paid time off
• parental leave
• flexible work culture
• mentorship and career growth

• Act as the program and operational backbone for CS COE Direct Customer Success, owning end-to-end cross-team initiatives and managing the portfolio from intake to execution
• Create and maintain operational and strategic planning documents across planning cycles; represent the team in executive forums with clear decisions and actionable insights
• Own cadence and content of weekly, monthly, and quarterly business reviews (WBRs, QBRs); develop strategic narratives and track action items to closure
• Establish a closed-loop feedback mechanism with CSS to capture learnings and translate signals into prioritized tooling and enablement improvements
• Ensure enablement assets and tools are shipped, adopted, and measured by partners and the AWS field; define adoption metrics and reduce friction to uptake
• Drive awareness and adoption of flagship programs (Adoption Incentives, AI-First Organization, CSS Academy) across field and partners
• Coordinate across stakeholder teams to identify and resolve blockers using technical fluency; communicate product/tech issues clearly
• Build cross-functional relationships to broker solutions, influence senior leaders, and accelerate priority objectives

• 10+ years of program management, technical program management, or business operations in fast-paced, large-scale organizations
• Technical understanding to communicate with product and tooling teams about blockers without translation
• Strong written communication, including executive-level documents such as WBRs and QBRs
• Experience driving adoption of tools, products, or programs with measurable adoption metrics
• Project management certification (PMP, Scrum, or other Agile)
• Bachelor in Computer Science, Engineering, or a related field or equivalent

• excellent executive communication
• strong ownership and bias for action
• collaboration across diverse teams
• technical fluency to discuss product/technical issues with stakeholders
• experience with enterprise tooling and enablement programs
• ability to translate feedback into product or program improvements