Principal Strategic Initiatives Lead, Customer Success Center of Excellence, AWS Specialist and Partner Organization

Amazon • Mountain View, CA

1d

About The Position

The Customer Success Center of Excellence (CS COE) is seeking a Strategic
Initiatives Lead to partner with leadership in shaping the next phase of our
customer success strategy.

This role focuses on translating customer insights, engagement data, and market
signals into clear strategic recommendations that guide how the organization
evolves. The Strategic Initiatives Lead will dive deeply into customer feedback,
engagement patterns, and performance data to uncover opportunities that inform
where and how AWS should invest in customer success.

The ideal candidate is a structured thinker who excels at solving complex
problems, building analytical models, and synthesizing diverse data sources into
compelling strategic narratives. This person will work closely with leadership
and cross-functional teams to develop strategies that improve how customer
success capabilities are deployed, scaled, and aligned to customer needs. The
candidate should have a track record of managing multiple concurrent strategic
initiatives with competing priorities, and a demonstrated ability to drive
initiatives from concept to execution with measurable outcomes.

This is a highly analytical and strategic role that requires strong judgment,
intellectual curiosity, and the ability to convert complex information into
actionable insights for senior leaders.

Requirements

• Experience in a business-to-business (B2B) environment, high-tech products/services
• 7+ years of experience in strategy, management consulting, analytics, or business strategy roles
• Understanding of partner ecosystem dynamics and channel business models
• Familiarity with customer success metrics and value realization frameworks (Time to Value, adoption metrics, ROI measurement)
• Experience analyzing complex data sets and translating findings into strategic recommendations, and building analytical models that inform resource allocation, business strategy, or organizational planning

Nice To Haves

• Experience effectively communicating complex concepts through written and verbal communication
• Demonstrated ability to work in ambiguous, fast-paced environments with minimal direction, and balance short-term execution with long-term strategic vision
• Experience influencing senior stakeholders and presenting insights to leadership
• Experience in customer success, SaaS, or cloud technology environments
• MBA or equivalent experience in management consulting or corporate strategy roles
• Experience creating executive-level presentations or strategic narratives for senior leadership

Responsibilities

• Analyze partner and customer engagement data, adoption metrics, and customer feedback to identify trends and insights that inform the evolution of the CS COE strategy
• Translate customer and partner insights into strategic recommendations that shape where the organization focuses its customer success investments and capabilities
• Develop analytical frameworks, workforce strategy models, and evaluation tools that help leadership assess strategic opportunities, prioritize initiatives, and optimize resource allocation across customer segments
• Partner with Customer Success domain leaders and leaders across ASP to analyze how specialists engage with customers and identify opportunities to improve scale and impact
• Structure ambiguous strategic questions into clear analytical problems and develop data-driven approaches to solving them
• Synthesize quantitative analysis and qualitative insights into clear strategic narratives that support executive decision-making
• Develop high-quality strategy documents, executive presentations, and analytical narratives for leadership reviews, external speaking engagements, conferences, and customer forums
• Influence C-level executives and cross-functional leadership teams while navigating complex organizational structures to drive strategic alignment
• Manage relationships with external partners and stakeholders
• Manage multiple concurrent strategic initiatives with competing priorities

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

What This Job Offers

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