Job Details

Overview

Principal, Customer Success Specialist GenAI within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence org. You will drive enterprise adoption and measurable customer business value realization for AWS generative AI services by developing and executing comprehensive customer success strategies. You will architect the frameworks, programs, and playbooks that enable AWS teams and partners to unlock value for customers through optimal adoption of AWS generative AI services. This role combines strategic thinking with operational excellence and generative AI focused technical aptitude to create repeatable, scalable mechanisms and assets that transform how AWS and our partners deliver customer success.

You will maintain an in-depth knowledge of AWS Generative AI services and related cross-functional areas to build strong relationships with field teams and customers. By driving adoption of Generative AI technologies, you will contribute to AWS revenue growth while helping customers stay ahead in a rapidly evolving landscape. You will articulate AWS Gen AI strategy and the services we offer, engage in executive conversations about transformational possibilities of generative AI and data, and guide customers on which features apply to their use-cases. You can describe the why and what of generative AI use cases and technical solutions at a high level, with the detailed how provided by solution architects.

Key responsibilities

• Develop and execute customized success plans with a customers enterprise adoption strategy and business goals for the respective service domain.
• Develop and scale customer success programs through service domain teams and partner success teams.
• Engage with customer personas to understand needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate adoption.
• Orchestrate executive alignment and stakeholder buy?in for adoption initiatives and customer advocacy programs.

Adoption program development

• Create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.
• Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.
• Develop governance frameworks for sustainable adoption at scale across domains.

Customer success management

• Monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.
• Drive customer advocacy through success story documentation and advocacy program participation.

Product feedback loop

• Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.
• Analyze trends in customer requests and pain points to identify potential product improvements.

About the team

Why AWS? AWS is the worlds most comprehensive and broadly adopted cloud platform. We enable customers from startups to Global 500 companies with a robust suite of products and services to power their businesses.

Qualifications

Basic Qualifications

• Bachelors degree in Computer Science, Engineering, Math, or a related field or 5 years of product management or go-to-market, or sales experience.
• 5+ years of Generative AI / AI / ML.
• 10+ years in the technology industry focused on customer success or in go-to-market roles, or management consulting serving high-tech clients on go-to-market topics.
• Experience engaging and influencing senior customer executives, technologists and/or partners to solve complex business problems with advanced technologies.
• Ability to travel up to 15% as needed.

Preferred Qualifications

• Experience in AWS cloud computing or SaaS, ideal if GenAI/AI experience.
• MBA or advanced degree in AI/ML.
• Effective at communicating complex technology solutions to diverse audiences and building strong internal and external brand presence.

Aaron is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. For job seekers in Los Angeles County: duties include working safely, adhering to standards, and complying with laws and policies. We will consider qualified applicants with arrest and conviction records in accordance with local ordinances. We provide workplace accommodations for applicants with disabilities. If you need assistance, visit

Our compensation reflects the cost of labor across US geographic markets. Base pay ranges from $164,500/year to $284,300/year, depending on location, knowledge, skills, and experience. Amazon is a total compensation company; depending on the role, equity, sign-on payments, and other benefits may be provided. For more information, visit This position will remain posted until filled.