Sr. Manager, WW Partner Led Customer Success , AWS Specialist and Partner Organization

About the role

AWS is seeking an experienced and strategic Sr. Manager to lead Worldwide Partner Led Customer Success, a post-sales partner motion within the AWS Specialists & Partners (ASP) organization.

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

Qualifications

• 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