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Senior Manager, Product Management, Customer Success Intelligence, AWS Specialist and Partner Organization
Arlington, Virginia, USA, Mountain View, California, USA, New York, New York, USA, Seattle, Washington, USA
full-timeProject/Program/Product Management--TechnicalJob Description
AWS is seeking an experienced and strategic Senior Manager, Product Management, to lead the CS Intelligence team within the Customer Success Center of Excellence (CS COE), a critical function within the AWS Specialists & Partners (ASP) organization. This role will manage a team of Product Managers who own the customer success platform that scales customer success across AWS.
As a product leader, you will be responsible for transforming the CS COE from a services team into a product team — building and operating an AI-native platform that powers all Customer Success motions (including Agentic Customer Success). This is a unique opportunity to build a new product capability at AWS, creating an end-to-end system for customer success that partners and customers can build on.
You will lead a distributed team building specialized AI agents (engagement routing, health monitoring, partner qualification, outcome prediction), platform infrastructure, and post-launch tooling integrations. This leader must be comfortable operating in ambiguity, making high-judgment sequencing decisions across a complex roadmap, and delivering through influence across engineering teams, field organizations, product teams, and partner ecosystems. The ideal candidate brings deep experience building AI/ML-powered products from 0-to-1, combined with the ability to operate at the executive level with both internal stakeholders and external partners.
Key job responsibilities
- Own the product vision, strategy, and roadmap for the Customer Success platform — the AI/ML intelligence layer powering customer success at scale across AWS
- Lead, coach, and develop a high-performing team of Product Managers, fostering a culture of customer obsession, technical excellence, and continuous learning
- Scale Customer Success agents from prototype to production, with measurable quality thresholds and continuous retraining based on outcome data
- Partner with internal field roles to translate field observations into agent requirements, and with engineering teams to secure data inputs and integration surfaces
- Establish rigorous success metrics for the platform: agent precision/recall, engagement routing accuracy, coverage expansion, and customer value realization
- Recruit, hire, and onboard top product and technical talent to scale the team as the platform matures
- Deliver through influence — working across multiple VPs and their orgs, product teams, and partner networks to drive requirements and adoption without direct authority
- Champion AI-first ways of working across the CS COE and the broader AWS field delivering 3–5x Customer Success coverage through intelligent automation
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
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
As a product leader, you will be responsible for transforming the CS COE from a services team into a product team — building and operating an AI-native platform that powers all Customer Success motions (including Agentic Customer Success). This is a unique opportunity to build a new product capability at AWS, creating an end-to-end system for customer success that partners and customers can build on.
You will lead a distributed team building specialized AI agents (engagement routing, health monitoring, partner qualification, outcome prediction), platform infrastructure, and post-launch tooling integrations. This leader must be comfortable operating in ambiguity, making high-judgment sequencing decisions across a complex roadmap, and delivering through influence across engineering teams, field organizations, product teams, and partner ecosystems. The ideal candidate brings deep experience building AI/ML-powered products from 0-to-1, combined with the ability to operate at the executive level with both internal stakeholders and external partners.
Key job responsibilities
- Own the product vision, strategy, and roadmap for the Customer Success platform — the AI/ML intelligence layer powering customer success at scale across AWS
- Lead, coach, and develop a high-performing team of Product Managers, fostering a culture of customer obsession, technical excellence, and continuous learning
- Scale Customer Success agents from prototype to production, with measurable quality thresholds and continuous retraining based on outcome data
- Partner with internal field roles to translate field observations into agent requirements, and with engineering teams to secure data inputs and integration surfaces
- Establish rigorous success metrics for the platform: agent precision/recall, engagement routing accuracy, coverage expansion, and customer value realization
- Recruit, hire, and onboard top product and technical talent to scale the team as the platform matures
- Deliver through influence — working across multiple VPs and their orgs, product teams, and partner networks to drive requirements and adoption without direct authority
- Champion AI-first ways of working across the CS COE and the broader AWS field delivering 3–5x Customer Success coverage through intelligent automation
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
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.