Principal Customer Solutions Manager (CSM), US Healthcare & Life Sciences (HCLS)

About the role

As an Amazon Web Services (AWS) Sr. Customer Solutions Manager you will be responsible for helping guide AWS customers along their multi-year journey to the cloud. In this new, highly visible role, you will be ensuring that all AWS teams are working together effectively and efficiently to deliver outcomes for the customer. You will be a critical partner to our customers, leveraging your experience with large scale cloud transformations and helping shepherd them through their stages of AWS adoption. Guiding the customer through the operational, educational and governance aspects of a successful AWS cloud journey. You will interface with customer and AWS leadership, driving collaboration between the other core account groups (Sales, Support, Solutions Architecture and Professional Services), product/engineering teams, and customer teams, planning and supporting major workload migrations.

Key job responsibilities

• Identify and accelerate customers' realization of value throughout the cloud lifecycle through adoption of AWS services, partner solutions, and best practices
• Own end-to-end customer transformation strategy, connecting technical execution to measurable business outcomes
• Design and drive strategic initiatives including large-scale migrations, AI/ML adoption, and data modernization programs specific to Life Sciences workflows
• Create, manage, and deliver complex business and technology programs, navigating risks and roadblocks in ambiguous environments
• Establish and mature operating models and governance structures to drive scale and long-term success
• Orchestrate cross-functional delivery across sales, solutions architecture, enterprise support, professional services, and AWS partners
• Earn trust from technical practitioners to C-suite executives; serve as the customer's cloud journey coach and voice of the customer within AWS
• Lead executive briefings, roadmap reviews, and business outcome alignment sessions
• Apply deep understanding of Life Sciences regulatory requirements (FDA, HIPAA, GxP) and domain-specific use cases
• Help customers achieve organizational cloud readiness and AI fluency through skills development and experience-based accelerators
• Mentor and develop other CSMs; drive process improvements and mechanisms that scale impact across the portfolio

A day in the life

No two days look alike. In any given week, you might lead an Executive Briefing Session with a pharma CTO, unblock a multi-petabyte migration alongside Solutions Architects, advocate for a customer feature request in an internal product review, build a GenAI prototype using Bedrock and Strands, prepare a business outcome report quantifying quarterly impact, or coach a customer team through organizational cloud readiness. The role blends strategic thinking with hands-on execution, technical depth with executive communication, and customer obsession with internal innovation.

Basic qualifications

• 10+ years of senior customer facing role experience
• 15+ years of leading complex, large-scale, IT, technical or engineering programs experience
• Bachelor's degree in Science, Technology, Engineering, Math, or a related field
• Experience in a senior customer-facing role
• Experience in leading complex, large-scale, IT, technical or engineering programs
• Experience working with current technologies (especially cloud)

Preferred qualifications

• PMP/SCRUM/Agile certification or are you SAFe certified
• Experience in or deep familiarity with Healthcare & Life Sciences industry (pharmaceuticals, biotechnology, medical devices, diagnostics, or clinical research)
• Understanding of Life Sciences regulatory frameworks (FDA, HIPAA, GxP, 21 CFR Part 11) and their implications for cloud architecture
• AWS certification(s) and/or hands-on experience with AWS services (compute, AI/ML, analytics, security, data)
• Experience driving AI/ML adoption programs, GenAI implementations, or data platform modernization initiatives
• Knowledge of scientific computing, genomics pipelines, clinical data management, or drug discovery workflows
• PMP, Agile, or equivalent project management certification
• Experience working in the public sector or with regulated industries
• Demonstrated ability to influence without authority across matrixed organizations
• Track record of delivering transformation outcomes for Fortune 500 or enterprise customers

Pay

• USA, CA, San Francisco - $210,200.00 - $284,300.00 USD annually
• USA, MA, Boston - $182,800.00 - $247,300.00 USD annually
• USA, NJ, Jersey City - $201,000.00 - $272,000.00 USD annually
• USA, NY, New York - $201,000.00 - $272,000.00 USD annually
• USA, VA, Herndon - $182,800.00 - $247,300.00 USD annually

Benefits

Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

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