Amazon Web Services (AWS) is seeking an experienced and strategic Sr. Manager to lead Worldwide Partner Led Customer Success within the AWS Specialists & Partners organization. The role involves defining the Partner Led Customer Success model, driving alignment across multiple AWS organizations, and leading a global team to ensure partners deliver measurable business outcomes for customers post-deployment.
Responsibilities:
- Own the worldwide strategy for Partner Led Customer Success, defining how partners deliver measurable post-launch customer business outcomes across AWS services
- Scale the end-to-end BVR operating system: engagement lifecycle (nomination through case study publication), partner funding incentive model, BVR Competency, Partner Business Value Realization Academy, quality framework, and supporting tooling
- Design the strategy for future program expansion often requiring custom engagement and incentive models
- Make trade-off decisions on partner selection and prioritization, engagement quality triage, and custom incentive structures for large-scale deals
- Champion an AI-first approach, directing the team to build and deploy AI agents to automate operations and scale
- Drive alignment across multiple AWS organizations spanning partner management, product, finance, legal, and go-to-market teams to deliver a cohesive Partner Led Customer Success experience
- Engage directly with VP-level and Director-level stakeholders across the organization to shape partner post-sales investment strategy, program integration, and monetization models
- Partner with AWS account teams (Account Managers, Solutions Architects) and partner management teams to orchestrate customer-level and partner practice-level execution
- Collaborate with marketing and services leadership to amplify partner delivered outcomes and ensure partners have clear post-launch delivery pathways
- Represent AWS's Partner Led Customer Success vision externally at partner summits, executive roundtables, and industry events
- Lead, coach, and develop a globally distributed team of Partner Success Specialists (PSS) and a scale/program team spanning NAMER, EMEA, LATAM, and APJ
- Recruit, hire, and onboard top talent to scale the team as the program expands into new domains and partner types
- Drive team engagement, retention, and professional growth through mentorship, recognition, and career development
- Enable the team to build and leverage AI agents and automation as a core operating principle, not an afterthought
- Build and maintain executive relationships with strategic partners at the VP/CxO level, shaping their post-sales investment strategy and driving joint business outcomes
- Engage directly with customer executives to validate value realization outcomes and champion partner led success stories
- Make judgment calls on complex partner and customer situations, providing guidance when scope disputes or quality concerns arise
- Negotiate partner incentive levels, balancing engagement quality standards against speed-to-scale expectations from partners and internal stakeholders
- Drive pipeline and successful completion of BVR engagements through the team, ensuring partners deliver measurable, quantified customer business outcomes
- Drive partner onboarding to BVR, competency attainment, and published case studies that fuel industry-specific replication
- Implement and maintain rigorous pipeline management, ensuring accurate forecasting and reporting on partner led customer engagements globally
- Create a direct feedback loop between partner field experience and AWS product teams, surfacing product gaps, filing PFRs, and driving resolution with service teams (in collaboration with the go-to-market teams)
- Track and report on incremental consumption, adoption growth rates, and revenue attribution to demonstrate program impact at executive levels
- Operate in significant ambiguity, evolving standards, methodologies, and mechanisms as the program scales into new territory
- Drive a mindset shift across AWS organizations about the value of partner led post-sales customer outcomes
- Ensure BVR economics remain compelling enough that partners prioritize AWS engagements, continuously refining the value proposition
- Identify and design opportunities to expand the program into new areas, defining the engagement models and economics for each
Requirements:
- Bachelor's degree in Computer Science, Engineering, a related field, or equivalent experience
- 5+ years of people management experience
- 10+ years of experience in partner strategy, customer success, partner enablement, or enterprise SaaS/cloud services
- Experience building and scaling new programs or capabilities from zero
- Experience driving cross-organizational alignment and influencing across multiple teams
- Experience managing sales/engagement pipelines, conducting pipeline reviews, and driving forecast accuracy at scale
- Experience engaging with and influencing VP-level and CxO-level stakeholders at partners, customers, and internally
- Demonstrated ability to synthesize complex program data into executive narratives for senior leadership (VP+)
- Experience working with Global System Integrators (GSIs), regional System Integrators (SIs), ISVs, and/or managed service providers
- Willingness to travel up to 25% domestically and internationally as needed
- Experience leading large enterprise transformations with AWS/cloud services
- Experience designing partner incentive models, competency frameworks, or funding programs
- Proven track record implementing value realization frameworks or customer success methodologies at scale
- Experience creating case studies, customer references, or business impact proof points that drive replication
- Experience building and deploying AI agents or automation to scale team operations
- Strong program management and cross-functional leadership experience in ambiguous, emerging-scope environments
- Experience with partner economics and business models including implementation, managed services, and outcome-based engagements
- Ability to make sound judgment calls balancing partner relationships, customer outcomes, and organizational priorities under time pressure
- AWS certifications or equivalent cloud platform knowledge