Senior Customer Success Specialist - GenAI, AWS Specialist and Partner Organization

Senior Customer Success Specialist – GenAI, AWS Specialist and Partner Organization

Join to apply for the Senior Customer Success Specialist – GenAI, AWS Specialist and Partner Organization role at Amazon Web Services (AWS).

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.

As a Senior 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’s Generative AI services and relevant cross-functional areas to build strong relationships with field teams and customers. By driving the adoption of Generative AI technologies, you will play a pivotal role in propelling AWS’s revenue growth while helping customers stay ahead of the curve in a rapidly evolving technological landscape.

IMPORTANT NOTE: This role requires specific experience leading organizational AI transformation. While valuable, experience as an AI practitioner (e.g., data scientist, ML engineer, AI researcher) without transformation leadership experience does not meet the requirements for this position.

• Develop and execute customized success plans aligned with customers’ enterprise adoption strategies and business goals for the service domain.
• Develop and scale customer success programs through service domain teams and partner success teams.
• Engage with customer employee personas to understand unique 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.

• Create and maintain best‑practice 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.

• 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.

• 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.

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