Sr. Customer Success Intelligence PM, AWS Specialist and Partner Organization
Amazon
DESCRIPTION
As Senior Product Manager of Customer Intelligence in Customer Success COE (CS COE) within the AWS Specialists & Partners (ASP) org, you will be responsible for executing the product strategy and delivering key features for AWS customer success tooling. You will contribute to strategy development and drive end-to-end delivery of AI/ML/analytics tooling features that enable AWS customer success teams and partners to drive adoption, measure outcomes, and deliver proactive support at scale. Working closely with AWS engineering, data science, UX, and operations teams, you will help create unified customer success intelligence capabilities that transform how AWS delivers and measures customer value.
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.
Key job responsibilities
Strategy & Product Management:
- Contribute to roadmap development & help prioritize features that align with AWS global objectives. Apply prioritization frameworks (e.g., RICE, weighted scoring) to balance near-term delivery with strategic goals.
- Partner with senior leadership to identify gaps and opportunities in data frameworks, post-sales artifacts, and automation that drive Customer Success outcomes
- Build and maintain metrics frameworks to measure program success and business impact; Synthesize feedback to iterate on features, optimize workflows, drive tool adoption, and inform the long-term product roadmap.
Execution & Delivery:
- Own delivery of complex AI and analytics products by writing clear Business Requirement Documents, PRFAQs, user stories, and acceptance criteria
- Define and scale best practices for agile delivery, risk management, and release governance.
- Manage dependencies and unblock your team in a matrixed operating model by tracking dependencies, risks, and go/no-go decisions to ensure timely feature releases
- Oversee post-launch outcomes by conducting A/B experiments at scale, surfacing adoption gaps, and drive corrective measures
Stakeholder Management & Communication:
- Collaborate effectively with AWS account, engineering, UX, data science, and operations teams to translate customer needs into technical solutions
- Closely collaborate with AWS tooling teams to align and influence their roadmaps and systems integration processes
- Conduct Voice of the Customer activities through interviews, focus groups, and surveys to capture field/account team inputs and validate prototypes
- Communicate regularly on status & progress through written briefings, demos, and stakeholder reviews; help develop training materials and release notes to support adoption
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?
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Inclusive Team Culture
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Work/Life Balance
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