Job Description

Principal Product Manager Customer Success Platforms, Intelligence, & Analytics, AWS Specialist and Partner Organization

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Description

As Principal Product Manager of Customer Success Platforms, Intelligence, & Analytics within the AWS Specialists & Partners (ASP) org, you will be responsible for defining and executing the strategic vision for AWS customer success tooling with the Customer Success COE (CS COE). You will own strategy, execution, and delivery of key tooling features that enable AWS customer success teams and partners to drive adoption, measure outcomes, and deliver proactive support at scale. You will collaborate closely with AWS engineering, data science, UX, and operations teams to translate requirements into user-centric solutions, driving end-to-end product delivery. You will need a unique blend of deep technical expertise and strong business acumen to create an integrated tooling environment that drives operational efficiency and delivers actionable insights across the customer success organization, other AWS teams, and AWS Partners.

Description

As Principal Product Manager of Customer Success Platforms, Intelligence, & Analytics within the AWS Specialists & Partners (ASP) org, you will be responsible for defining and executing the strategic vision for AWS customer success tooling with the Customer Success COE (CS COE). You will own strategy, execution, and delivery of key tooling features that enable AWS customer success teams and partners to drive adoption, measure outcomes, and deliver proactive support at scale. You will collaborate closely with AWS engineering, data science, UX, and operations teams to translate requirements into user-centric solutions, driving end-to-end product delivery. You will need a unique blend of deep technical expertise and strong business acumen to create an integrated tooling environment that drives operational efficiency and delivers actionable insights across the customer success organization, other AWS teams, and AWS Partners.

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.

Key job responsibilities

Strategy & Data-Driven Product Development

• Developing a multi-year roadmap & driving prioritization to define and evangelize a product vision that aligns with AWS global objectives. Establish and apply prioritization frameworks (e.g., RICE, weighted scoring) to balance near-term delivery with long-term strategic bets.
• Lead discovery and gap analysis with cross-functional senior leaders to integrate data frameworks, sales artifacts, and automation and intelligence that drives towards Customer Success outcomes.
• Builds Continuous Improvement mechanisms and usability studies; synthesize feedback to iterate on features, optimize workflows, drive tool adoption, and inform the long-term product roadmap.

Execution & Delivery

• Own delivery of complex platform capabilities (e.g., unified data models, ML-powered risk scoring, self-service analytics) by writing clear Business Requirement Documents, PRFAQs, user stories, and acceptance criteria.
• Define and scale best practices for agile delivery, risk management, and release governance. Manages roadmaps and sprints with matrixed teams, tracking dependencies, risks, and go/no-go decisions to ensure timely feature releases.
• Focus on quality, scalability & adoption while partnering with engineering and data science to set platform SLAs and performance benchmarks. - Oversee post-launch analysis by conducting A/B experiments at scale, surfacing adoption gaps, and drive corrective roadmaps.

Stakeholder Collaboration & Communication

• Cross-functional stakeholder management and collaborate effectively with leaders in engineering, business intelligence, data science, and operations to translate customer needs into technical solutions; negotiate trade-offs and scope adjustments.
• Lead Voice of the Customer to engage directly with internal users (Customer Success roles, partner teams) via interviews, focus groups, and support ticket reviews to capture requirements and validate prototypes.
• Communicate effectively and often on status & change management with respect to progress, risks, and results through well written briefings, strategy docs, tooling demos, and stakeholder reviews; author launch playbooks, training materials, and release notes to drive smooth adoption.

We're Looking For People That Have

• Experience working across matrixed teams at senior levels to deliver results
• A strong technical background with understanding of wide variety of sales focused tools (Salesforce, QuickSight, etc.)
• Experience with data modeling, visualization, and business intelligence tools

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

Basic Qualifications

• 8+ years of product management experience building enterprise software or analytics platforms
• Proven success defining and delivering strategic, cross-organizational initiatives
• Demonstrated expertise in advanced analytics, data modeling, and predictive ML techniques
• Strong business acumen; experience creating business cases, ROI, and value realization
• Bachelor’s degree in Computer Science, Engineering, Business, or a related field

Preferred Qualifications

• Strong business acumen; experience creating business cases, ROI, and value realization
• Experience in customer success operations or large-scale CRM/BI integrations
• Deep familiarity with AWS data services (Redshift, Athena, Sagemaker) and security/compliance models
• Advanced degree (MBA, MS) or equivalent experience in analytics/product strategy
• AWS certifications in Data Analytics, Machine Learning, or Solutions Architecture
• Track record of building PM processes and frameworks from the ground up

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more inf

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