DescriptionAs 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 responsibilitiesStrategy & 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 teamWhy 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 ExperiencesAmazon 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 BalanceWe 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 CultureHere 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 GrowthWe’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.
