Principal Product Manager, Customer Success Tooling, AWS Specialist and Partner Organization ID-13000

April 26, 2025

Description

As Principal Product Manager of Customer Success Tooling within the AWS Specialists & Partners (ASP) org, you will be responsible for defining and executing the strategic vision for AWS customer success tooling. You will work directly with the Director of Customer Success within ASP to architect a comprehensive tooling strategy that enables AWS teams and partners to effectively deliver and measure customer success. This role requires deep technical expertise combined with strong business acumen to create an integrated tooling environment that drives operational efficiency and delivers actionable insights across the customer success specialist organization, other AWS organizations, and AWS Partners.

Other Jobs You May Be Interested In

Develop comprehensive tooling strategy aligned with AWS Partner Central, AWSentral and other existing tools and platforms
Define the business needs for tooling from a customer success perspective
Partner with senior leadership to align tooling strategy with broader organizational objectives
Create and maintain strategic roadmap for customer success tooling initiatives
Define integration requirements and architecture dependencies across existing AWS platforms
Design prioritization frameworks for addressing tooling gaps and enhancement opportunities
Identify opportunities for AI-driven automation and workflow optimization (e.g., predictive analytics to proactively identify customer churn)

Product Development & Execution

Lead end-to-end product development for customer success tooling initiatives
Design and implement unified customer health monitoring solutions
Develop data models for integrated customer and partner health tracking
Create unified dashboards and analytics covering direct and partner-led customer success
Implement predictive analytics capabilities for customer adoption and risk assessment
Drive the development of value measurement capabilities and reporting mechanisms
Coordinate with multiple AWS teams (SMSG funding ops, AFX, etc.) to execute tooling initiatives

Technical Leadership & Governance

Define role-based access management across customer success platforms
Ensure security controls align with AWS standards and compliance requirements
Establish data management practices within existing systems
Design monitoring mechanisms leveraging AWS operational tools
Develop support models aligned with AWS processes
Build strong partnerships with tooling teams across AWS
Drive architectural decisions for tooling integration and scalability

Role

This individual contributor role combines technical depth with strategic thinking to transform AWS customer success operations through innovative tooling solutions. We're looking for people that have:

A strong technical background with understanding of enterprise architecture
Experience with data modeling and analytics platform development
Experience with data visualization and business intelligence tools

About The Team

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.

Diverse Experiences

Amazon 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.

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 in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and 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.

Basic Qualifications

10+ years of experience in product management or technical program management
7+ years of experience building enterprise software or tooling solutions
Proven track record of delivering complex, cross-organizational technical initiatives
Understanding of security and compliance requirements in enterprise environments
BA/BS degree in Computer Science, Engineering, or related field

Preferred Qualifications

Experience with cloud computing platforms and services
Knowledge of customer success operations and methodologies
Experience with AI/ML implementation in enterprise tools
Track record of building analytics and reporting solutions
Strong understanding of API integration and microservices architecture
Advanced degree in Computer Science, Engineering, or related field
Proven ability to influence senior stakeholders and drive technical decisions

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

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...