Sr. Mgr, Customer Success For Observability & Security, AWS Specialist And Partner Organization

Senior Manager, Customer Success – Observability & Security

At AWS, security has always been "job zero"—security is not just the top priority, it comes before everything else. At the same time, full-stack observability is critical for customers running modern applications at scale: the insights delivered by AWS's observability solutions help teams detect, investigate, and remediate problems faster, and—coupled with AI and ML—proactively predict and prevent them. These two disciplines are converging. Security observability, threat detection through telemetry, and AI-driven operations all require unified visibility across metrics, traces, logs, and security signals. In the era of GenAI, customers need solutions that bridge both domains to enable secure innovation, protect sensitive data, achieve operational excellence, and maintain compliance with evolving global regulations.

The Senior Manager, Customer Success – Observability & Security leads a worldwide team of technical Customer Success Specialists within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence (CSCOE). This leader sets the forward-looking strategy for customer post-sale journeys across both observability and security—encompassing adoption, retention, expansion, and long-term value realization. The team guides customers through the technical, operational, and organizational dimensions of implementing successful observability and security practices across their cloud environments, including AI and GenAI workloads.

In this role, you will lead a team of specialists to engage and build relationships across relevant customer personas in our largest and most strategic enterprise accounts. You will be technically credible across both observability and security solutions—spanning commercial, open-source, and AWS-native tooling—while effectively shaping customer journeys and developing your team's capabilities. The ideal candidate will have enterprise experience with observability and security platforms and modern DevSecOps practices, and will be passionate about helping customers achieve operationally excellent, secure, compliant, and trustworthy environments.

This role is deeply cross-functional, engaging with AWS teams across Sales, Solutions Architecture, AWS Product teams, and Marketing, working at the CxO level at customers to maximize their observability and security investments. You will set customer success strategy, guide your team to create playbooks and scalable frameworks that combine strategic thinking with operational excellence and technical depth. You will work closely with the Observability & Security Service and GTM teams, as well as Partners and Professional Services, to support and amplify service adoption plays across through direct and partner led engagements and by enabling the broader AWS Field to leverage best practices established by your team.

Key Job Responsibilities

• People Management: Recruit, develop, and retain a team of specialists across observability and security domains; build career development paths that encourage cross-domain expertise; establish team operating rhythms, capacity planning, and engagement models; coach team members on executive-level customer engagement and strategic thinking; foster a culture of technical excellence, knowledge sharing, and continuous learning across both domains.
• Strategic Vision & Convergence Leadership: Define and communicate the strategic vision for how observability and security converge within the Customer Success practice; establish adoption frameworks that span the full maturity spectrum; create and maintain cross-domain playbooks; drive the team's approach to securing AI and ML workloads.
• Strategic Customer Engagement: Set the engagement strategy for the team's portfolio of enterprise customers; personally engage at the CxO level on the most strategically important accounts; define and scale customer success programs; build and sustain strategic partnerships with AWS Service teams.
• Adoption Program Development: Guide the team to create and maintain comprehensive best practices documentation, implementation guides, and training materials; define and own metrics frameworks to track the adoption effectiveness of team-led programs; establish scaled enablement programs.
• Customer Success Management: Define and implement customer health scoring models and dashboards; establish proactive risk identification, triage, and intervention processes; drive customer advocacy; ensure the team consistently delivers and documents measurable business value for customers.
• Product Feedback Loop: Establish systematic, team-wide processes for capturing customer feedback; analyze patterns and trends to identify systemic product gaps; represent customer needs at the executive level with AWS service teams.

Required Technical Knowledge:

While this is a people management and strategic leadership role, the Senior Manager must maintain sufficient technical depth across both domains to credibly lead a team of principal-level specialists, engage at the CxO level, and influence product and GTM strategy. Familiarity with the following areas are desired:

• Observability Platforms and Tools: AWS native services, open-source solutions, commercial solutions, distributed tracing architectures, metrics collection and aggregation pipelines, log management and analysis, Application Performance Monitoring (APM) at enterprise scale, Site Reliability Engineering (SRE) principles and practices, AIOps and ML-driven approaches, modern application architectures.
• Security: Security architecture and engineering fundamentals, AWS Security services portfolio, securing AI/ML workloads and GenAI applications, DevSecOps practices and tools, convergence areas.

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.