Senior Customer Success Specialist - AI-First Organization Portfolio Leader, Customer Success Center of Excellence

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 the 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.

AWS is seeking a Senior Customer Success Specialist - AI-First Organization Portfolio Leader to drive enterprise organizational transformation and manage the AI-First Organization offering portfolio across AWS's AI platform. This is a senior individual contributor role within AWS Specialists & Partners (ASP) Customer Success Center of Excellence that combines hands-on change management expertise with portfolio discipline to accelerate how enterprises adopt AI across business operations, customer experience, and product delivery.

The AI-First Organization is AWS's Customer Success transformation brand encompassing three offerings: Intelligent Business Operations, Intelligent Customer Experience, and AI-driven Digital Product Delivery. These offerings are powered by Amazon Quick, Connect, Kiro, Frontier Agents, Bedrock, and other AWS services. This role owns the coherence, quality, and market readiness of these offerings as a portfolio, treating each offering as a product line with underlying assets (playbooks, maturity models, assessment frameworks, enablement toolkits) that require active lifecycle management, and enabling partner and AWS field adoption.
On the customer-facing side, this role focuses on the organizational and human dimensions of AI adoption — enablement strategy, audience analysis, change management, and business outcome realization — rather than technical implementation. You will help enterprises change how their people work, not just what tools they use.

Key job responsibilities
Strategic Customer Transformation
- Design and execute organizational change management strategies for enterprise customers adopting AWS AI services. This includes stakeholder and audience analysis, enablement strategy development, adoption measurement, and behavioral change programs that drive measurable business outcomes. Lead executive alignment on transformation roadmaps that address the human dimensions of AI adoption: culture shift, skills development, role evolution, and process redesign. Establish baselines for current-state operations and build prioritization frameworks that help customers identify which use cases to advance and how to track success against defined business value metrics.
Offering Portfolio Management
- Own the AI-First Organization brand as a portfolio — maintaining coherence across the three offerings (Intelligent Business Operations, Intelligent Customer Experience, AI-driven Digital Product Delivery) and managing the underlying assets as products with defined lifecycle stages, quality standards, and release cadences. Organize transformation methodologies, maturity models, and assessment frameworks into a structured portfolio that enables AWS teams and partners to guide customers from AI experimentation to systematic business process reinvention at scale. Synthesize learnings from customer engagements into documented playbooks, best practices, and success patterns. Feed these insights into AWS product roadmaps and go-to-market strategy while maintaining portfolio-level traceability from brand to offering to asset.
Field and Partner Ecosystem Enablement
- Own the enablement cadence for partners (through existing programs) and field teams (through Field CSS), delivering predictable results through structured training, certification, and delivery toolkits. Co-develop transformation offerings with strategic consulting partners (GSIs, SIs, boutique AI consultancies) and ensure partners can deliver AI-First Organization engagements with consistent quality and measurable outcomes. Maintain enablement content currency across the portfolio as offerings evolve and new assets enter production.
Customer Success Portfolio Management
- Influence cross-functional stakeholders to deliver against customer success metrics and underlying asset performance indicators. Monitor customer transformation health across the portfolio and proactively address adoption barriers. Drive measurable business value realization — productivity gains, cost reduction, decision quality improvement — through structured success planning and executive business reviews. Track portfolio-level metrics including offering adoption rates, asset utilization, partner delivery quality, and customer outcome attainment.
Customer Success Profession Thought Leadership and Innovation
- Continuously evolve the role, its responsibilities, and its operating model based on emerging AI capabilities, customer patterns, and market shifts. Develop leading point-of-view content, maturity models, and best practices for AI-powered business transformation that establish AWS intellectual leadership in the customer success profession. Influence product roadmaps through synthesized customer insights and represent AWS at industry forums and executive events.

About the team
Diverse Experiences

AWS 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.

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.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & 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.

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. - Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
- 8+ years of experience in customer-facing roles including customer success management, strategic consulting, or business transformation advisory, with direct accountability for enterprise customer outcomes.
- 7+ years leading organizational change management programs with significant technology enablement components, including communication strategy, stakeholder engagement, training design, and adoption measurement in enterprise contexts.
- Demonstrated experience managing a portfolio of offerings, programs, or products — including lifecycle management, prioritization, quality governance, and stakeholder reporting across multiple concurrent workstreams.
- Deep expertise in the human dimensions of technology transformation: culture change, skills development, role redesign, behavioral adoption, and resistance management — not just technology implementation.
- Proven ability to establish business outcome baselines, build use case prioritization frameworks, and define success metrics that connect technology adoption to measurable enterprise value.
- Understanding of the AI and automation landscape sufficient to position AWS AI services (Amazon Quick, Amazon Bedrock, Amazon Connect, Amazon Kiro) against alternative tools and articulate differentiated value by use case and audience.
- Strong executive presence with demonstrated ability to influence VP-level stakeholders on business strategy and operational transformation decisions. - PMP certification, or SCRUM/Agile, SAFe certification
- 5+ years of direct experience in organizational change management, business operations transformation, or enterprise productivity initiatives at scale, with measurable adoption and outcome results.
- Understanding of AI/ML capabilities for business operations including knowledge management, research and analysis, decision support, workflow automation, and agentic AI — sufficient to advise customers on which tool fits which use case across a competitive landscape.
- Familiarity with AWS's third-party integration landscape (Adobe, Canva, Salesforce) from data connectivity to agentic capabilities, and ability to position these integrations within transformation strategies.
- Working knowledge of Amazon Quick, Amazon Connect, Amazon Kiro, and AWS AI/ML services (Bedrock, SageMaker) — sufficient to have credible conversations with technical stakeholders without owning implementation.
- Understanding of no-code/low-code tool landscape and differentiation across enterprise AI platforms.
- PMP, SCRUM, Agile, SAFe, or Prosci certification with demonstrated track record driving measurable business outcomes in enterprise transformation initiatives.
- Experience designing large-scale organizational change management programs including communication, training, adoption measurement, and behavioral reinforcement systems.
- Experience building partner enablement programs, including co-developing transformation methodologies with strategic consulting partners and managing enablement cadences that produce predictable delivery results.
- Published thought leadership in business transformation, AI adoption, organizational change, or customer success methodology.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Mountain View - 176,600.00 - 239,000.00 USD annually
USA, MA, BOSTON - 153,600.00 - 207,800.00 USD annually
USA, VA, Herndon - 153,600.00 - 207,800.00 USD annually
USA, WA, Seattle - 153,600.00 - 207,800.00 USD annually