Principal Customer Success Specialist - Gen AI, Customer Success Center of Excellence

Amazon • Chicago, IL

8d • $182,800 - $284,300 • Remote

About The Position

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 Principal Customer Success Specialist - Gen AI to transform how organizations plan, execute, and operate their businesses through adoption of Amazon Quick and AWS's generative AI platform. This is a senior individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, requiring a combination of executive-level strategic vision and practical credibility to help customers fundamentally reimagine their business processes using AI.

Amazon Quick is AWS's enterprise AI platform that enables organizations to transform how work gets done, from knowledge management and research to decision-making and operational workflows. This role focuses on helping customers move beyond AI experimentation to systematic business process reinvention at enterprise scale.

You will define the methodologies, frameworks, and repeatable models that shape how AWS and its customers approach AI-powered business planning, execution, and operation transformation. Your work will directly influence product roadmaps, partner ecosystems, and go-to-market strategies, creating lasting organizational and market impact across hundreds of enterprises globally.

Requirements

• AWS certification, such as, AWS Solutions Architect, or a similar cloud certification
• 10+ years of experience in senior customer-facing roles including customer success management, strategic consulting, or business transformation advisory, with direct accountability for enterprise customer outcomes
• 15+ years leading complex, large-scale business transformation or organizational change programs with significant technology enablement components in enterprise contexts
• Deep expertise in enterprise business execution and process transformation, with direct experience advising organizations through significant operational reinvention initiatives (not just technology implementations)
• L300+ understanding of Amazon Quick capabilities (AI-powered search, research agents, custom agents, workflows, knowledge management) and the AWS Gen AI platform (Amazon Bedrock, SageMaker, foundational models, RAG architectures) with ability to articulate technical capabilities in business value terms to executive audiences
• Proven track record developing and scaling customer success programs or transformation methodologies, including creating original frameworks adopted broadly by large teams or partner organizations
• Demonstrated experience leading enterprise change management initiatives involving AI/automation adoption, including organizational capability building and adoption measurement
• Strong executive presence with demonstrated ability to influence C-suite and VP-level stakeholders on business strategy and operational transformation (not just technology decisions)

Nice To Haves

• PMP/SCRUM/Agile certification or are you SAFe certified
• 5+ years of direct experience in business operations transformation, process optimization, or enterprise productivity initiatives at scale, with measurable outcomes achieved
• Deep understanding of AI/ML capabilities for business operations including knowledge management, research and analysis, decision support, workflow automation, and agentic AI for autonomous task execution
• Demonstrated ability to synthesize complex customer insights into actionable strategic frameworks with broad applicability across industries
• Hands-on experience with Amazon Quick, AWS AI/ML services (Bedrock, SageMaker), or comparable enterprise AI platforms in customer-facing delivery contexts
• Understanding of enterprise data architectures, governance frameworks, and integration patterns required for AI-powered business operations
• PMP, SCRUM, Agile, or SAFe certification with demonstrated track record driving measurable business outcomes (productivity improvement, cost reduction, decision quality) in enterprise transformation initiatives
• Experience designing large-scale organizational change management programs including communication, training, and adoption measurement systems
• Experience building partner ecosystems and enablement programs, including co-developing transformation methodologies with strategic consulting partners
• Published thought leadership in business transformation, AI adoption, or enterprise productivity, with track record influencing product roadmaps through customer insight synthesis

Responsibilities

• Design and lead comprehensive “business execution” transformation strategies for enterprise customers adopting Amazon Quick and AWS Gen AI services, addressing process redesign, organizational capabilities, change management, and value realization through integrated frameworks and executive alignment.
• Build repeatable transformation methodologies, maturity models, and assessment frameworks that enable AWS 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 that inform AWS product roadmap and GTM strategy.
• Co-develop transformation offerings with strategic consulting partners (GSIs, SIs, boutique AI consultancies) and support the partner-led organization as they create enablement programs, including training, certification, and delivery toolkits, that scale high-quality customer success delivery through the partner ecosystem.
• Monitor customer transformation health and proactively address adoption barriers while driving measurable business value realization (productivity gains, cost reduction, decision quality improvement) through structured success planning and executive business reviews.
• Develop leading point-of-view content, maturity models, and best practices for AI-powered business execution transformation that establish AWS intellectual leadership
• Influence Amazon Quick product roadmap through synthesized customer insights and represent AWS as a recognized expert at industry forums and executive events.

Benefits

• 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
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed