Principal Customer Success Specialist - Business Outcomes, Customer Success Center of Excellence, AWS Specialist and Partner Organization

The Customer Success Center of Excellence (CS COE) is looking for a Business Outcomes CSS with strong technical acumen to lead strategic initiatives and streamline operational excellence across our organization. This is the AWS team that focuses on driving adoption of the company's Generative AI and Applied AI products for the individuals inside our largest customers. This is a high-impact role for an operator who thrives at the intersection of program management and technology, turning ambitious strategy into disciplined, measurable execution. You will own the programs and initiatives that span multiple teams and own the portfolio of customer success assets and tooling the organization builds. To do this, you will maintain the technical fluency needed to coordinate across stakeholder teams (GTM specialists, product teams, and partner teams) and clear blockers before they slow the business down.

This role is deeply operational and spans multiple stakeholder teams. You will own the cadence of Weekly Business Reviews (WBRs) and Quarterly Business Reviews (QBRs), close the loop between the field and HQ organizations by establishing structured feedback loops that capture Customer Success Specialist (CSS) insights "from the trenches," and ensure the enablement assets and tools the CS COE produces are predictably built, managed as a portfolio, and adopted by partners and the AWS field. This role is embedded in the highest-stakes moments of the business, from annual planning cycles to executive forums, and plays a decisive role in ensuring the Direct Customer Success motion operates with clarity, discipline, and momentum at scale, including flagship programs such as Adoption Incentives, the AI-First Organization portfolio of solutions, and CSS Academy.

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