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

The Customer Success Center of Excellence (CS COE) is looking for a Business Outcomes CSS with strong technical acumen to lead strategic initiatives and streamline operational excellence across our organization. This is the AWS team that focuses on driving adoption of the company"s Generative AI and Applied AI products for the individuals inside our largest customers. This is a high-impact role for an operator who thrives at the intersection of program management and technology, turning ambitious strategy into disciplined, measurable execution. You will own the programs and initiatives that span multiple teams and own the portfolio of customer success assets and tooling the organization builds. To do this, you will maintain the technical fluency needed to coordinate across stakeholder teams (GTM specialists, product teams, and partner teams) and clear blockers before they slow the business down.

This role is deeply operational and spans multiple stakeholder teams. You will own the cadence of Weekly Business Reviews (WBRs) and Quarterly Business Reviews (QBRs), close the loop between the field and HQ organizations by establishing structured feedback loops that capture Customer Success Specialist (CSS) insights "from the trenches," and ensure the enablement assets and tools the CS COE produces are predictably built, managed as a portfolio, and adopted by partners and the AWS field. This role is embedded in the highest-stakes moments of the business, from annual planning cycles to executive forums, and plays a decisive role in ensuring the Direct Customer Success motion operates with clarity, discipline, and momentum at scale, including flagship programs such as Adoption Incentives, the AI-First Organization portfolio of solutions, and CSS Academy.

The ideal candidate is an operator with exceptional judgment, a strong sense of ownership, and bias for action who anticipates needs, connects dots across the organization, and acts decisively in ambiguous situations. You will report to and work with experienced and senior executives who will mentor you and support your development as you continue to grow, making this role an inflection point in your career. You are technically fluent, an executive-level communicator, and capable of managing multiple competing priorities in a fast-paced, high-growth environment, with meticulous execution and an diligent focus on strategic priorities.

Key job responsibilities

• Serve as the program and operational backbone of the CS COE Direct Customer Success, owning cross-team initiatives end-to-end on behalf of the organization and managing the portfolio of programs through intake, prioritization, and execution
• Own the end-to-end creation and quality of operational and strategic planning documents across planning cycles, and represent the team in executive forums, synthesizing complex discussions into clear decisions, actionable insights, and decision frameworks
• Own the cadence, development, and writing of weekly, monthly, and quarterly Business Reviews (xBRs), setting the agenda, synthesizing business performance and organizational health metrics into strategic narratives, and tracking action items to closure
• Establish and run a closed-loop feedback mechanism with Customer Success Specialists (CSS), systematically capturing what is working and what is not, and translating that signal into a prioritized set of improvements for the tooling and enablement teams
• Ensure the enablement assets and tools the CS COE builds are not only shipped but adopted by partners and the AWS field: define and track adoption and usage metrics, remove friction to uptake, and drive accountability for outcomes rather than deliverables
• Drive awareness and pull-through of flagship programs, including Adoption Incentives, AI-First Organization, and CSS Academy, ensuring the field and partners understand, engage with, and execute these initiatives alongside the CS COE
• Coordinate across stakeholder teams to identify and resolve blockers, applying technical fluency to communicate directly about product and technical issues without requiring translation
• Build strategic relationships across the CS COE and stakeholder teams to broker solutions across organizational silos, influence senior leaders, and drive consensus on contentious issues that accelerate the highest-priority objectives

About the team

Diverse Experiences

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