Amazon

DESCRIPTION

As Principal Product Manager of Customer Success Tooling within the AWS Specialists & Partners (ASP) org, you will be responsible for defining and executing the strategic vision for AWS customer success tooling. You will work directly with the Director of Customer Success within ASP to architect a comprehensive tooling strategy that enables AWS teams and partners to effectively deliver and measure customer success. This role requires deep technical expertise combined with strong business acumen to create an integrated tooling environment that drives operational efficiency and delivers actionable insights across the customer success specialist organization, other AWS organizations, and AWS Partners.

Key job responsibilities

Strategy & Vision:

• Develop comprehensive tooling strategy aligned with AWS Partner Central, AWSentral and other existing tools and platforms
• Define the business needs for tooling from a customer success perspective
• Partner with senior leadership to align tooling strategy with broader organizational objectives
• Create and maintain strategic roadmap for customer success tooling initiatives
• Define integration requirements and architecture dependencies across existing AWS platforms
• Design prioritization frameworks for addressing tooling gaps and enhancement opportunities
• Identify opportunities for AI-driven automation and workflow optimization (e.g., predictive analytics to proactively identify customer churn)

Product Development & Execution:

• Lead end-to-end product development for customer success tooling initiatives
• Design and implement unified customer health monitoring solutions
• Develop data models for integrated customer and partner health tracking
• Create unified dashboards and analytics covering direct and partner-led customer success
• Implement predictive analytics capabilities for customer adoption and risk assessment
• Drive the development of value measurement capabilities and reporting mechanisms
• Coordinate with multiple AWS teams (SMSG funding ops, AFX, etc.) to execute tooling initiatives

Technical Leadership & Governance:

• Define role-based access management across customer success platforms
• Ensure security controls align with AWS standards and compliance requirements
• Establish data management practices within existing systems
• Design monitoring mechanisms leveraging AWS operational tools
• Develop support models aligned with AWS processes
• Build strong partnerships with tooling teams across AWS
• Drive architectural decisions for tooling integration and scalability

This individual contributor role combines technical depth with strategic thinking to transform AWS customer success operations through innovative tooling solutions. We're looking for people that have:

• A strong technical background with understanding of enterprise architecture
• Experience with data modeling and analytics platform development
• Experience with data visualization and business intelligence tools

About the team

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

BASIC QUALIFICATIONS

• 10+ years of experience in product management or technical program management
• 7+ years of experience building enterprise software or tooling solutions
• Proven track record of delivering complex, cross-organizational technical initiatives
• Understanding of security and compliance requirements in enterprise environments
• BA/BS degree in Computer Science, Engineering, or related field

PREFERRED QUALIFICATIONS

• Experience with cloud computing platforms and services
• Knowledge of customer success operations and methodologies
• Experience with AI/ML implementation in enterprise tools
• Track record of building analytics and reporting solutions
• Strong understanding of API integration and microservices architecture
• Advanced degree in Computer Science, Engineering, or related field
• Proven ability to influence senior stakeholders and drive technical decisions

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $161,900/year in our lowest geographic market up to $279,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.