Principal Customer Success Specialist - GenAI, AWS Specialist and Partner Organization

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the architectural and customer success 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.

IMPORTANT NOTE: This role requires extensive experience leading enterprise-wide AI transformation initiatives. While valuable, experience as an AI practitioner (e.g., data scientist, ML engineer, AI researcher) without strategic transformation leadership experience does not meet the requirements for this position.

As a Principal Customer Success Specialist GenAI within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org, you will define and lead enterprise adoption strategies and drive measurable customer business value realization for AWS generative AI services across the organization. You will identify strategic opportunities from the customer backwards, architect complex solutions, and leverage your insights to create and scale frameworks, programs, and playbooks that enable AWS teams and partners to unlock transformational value for customers through optimal adoption of AWS generative AI services at enterprise scale. This role combines level-400 AWS Gen AI technical expertise, strategic vision, and operational excellence to create industry-leading mechanisms and assets that fundamentally transform how AWS and our partners deliver customer success.

You will establish and maintain knowledge of AWS's Generative AI services and relevant cross-functional areas to build strategic relationships with senior leadership, field teams, and customers. By defining the adoption strategy for Generative AI technologies, you will play a pivotal role in propelling AWS's revenue growth while helping customers lead the industry in a rapidly evolving technological landscape. You embody learn & be curious to shape AWS' Gen AI strategy and the services we offer to accelerate adoption. You lead compelling executive conversations on the transformational possibilities of generative AI and data, while also being capable of guiding our customers in determining which strategic capabilities to implement for their enterprise-wide use-cases. You can articulate the "why" and "what" of generative AI use case and technical solutions at a 300-level, with the detailed "how" being provided by solution architects.

Key job responsibilities
Strategic customer engagement:
- Lead engagement with C-suite and senior leadership to understand their strategic vision and challenges; design and deliver executive-level workshops and transformation programs to accelerate enterprise-wide adoption.
- Define and orchestrate comprehensive success strategies aligned with customer's enterprise adoption roadmap and long-term business objectives for respective service domain.
- Architect complex, multi-faceted solutions to address strategic opportunities and lead AWS's partners to architect, implement and drive adoption at scale.
- Create and scale enterprise-wide customer success programs through respective service domain teams and partner success team.
- Drive executive alignment and stakeholder commitment for transformation initiatives and customer advocacy programs across the organization.
Adoption program development:
- As an adoption thought leader, establish industry standards, best practices documentation, implementation frameworks, and transformation playbooks to be applied across multiple service domains.
- Define and implement adoption metrics and analytics frameworks to measure effectiveness and drive continuous improvement.
- Create governance and operating models for sustainable adoption at enterprise scale across domains.
Customer success management:
- Define customer health frameworks and proactively address systemic risks or adoption barriers to customer business value realization.
- Lead customer advocacy through executive-level success story development and advocacy program leadership.
Product feedback loop:
- Synthesize and communicate strategic customer insights and requirements to Product and Go-To-Market leadership teams.
- Identify emerging trends in customer needs and industry direction to influence product roadmaps and innovation.

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

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Work/Life Balance

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