Principal Strategic Initiatives Lead, Customer Success Center of Excellence, AWS Specialist and Partner Organization

The Customer Success Center of Excellence (CS COE) is seeking a Strategic Initiatives Lead to partner with leadership in shaping the next phase of our customer success strategy.

This role focuses on translating customer insights, engagement data, and market signals into clear strategic recommendations that guide how the organization evolves. The Strategic Initiatives Lead will dive deeply into customer feedback, engagement patterns, and performance data to uncover opportunities that inform where and how AWS should invest in customer success.

The ideal candidate is a structured thinker who excels at solving complex problems, building analytical models, and synthesizing diverse data sources into compelling strategic narratives. This person will work closely with leadership and cross-functional teams to develop strategies that improve how customer success capabilities are deployed, scaled, and aligned to customer needs. The candidate should have a track record of managing multiple concurrent strategic initiatives with competing priorities, and a demonstrated ability to drive initiatives from concept to execution with measurable outcomes.

This is a highly analytical and strategic role that requires strong judgment, intellectual curiosity, and the ability to convert complex information into actionable insights for senior leaders.

Key job responsibilities
- Analyze partner and customer engagement data, adoption metrics, and customer feedback to identify trends and insights that inform the evolution of the CS COE strategy
- Translate customer and partner insights into strategic recommendations that shape where the organization focuses its customer success investments and capabilities
- Develop analytical frameworks, workforce strategy models, and evaluation tools that help leadership assess strategic opportunities, prioritize initiatives, and optimize resource allocation across customer segments
- Partner with Customer Success domain leaders and leaders across ASP to analyze how specialists engage with customers and identify opportunities to improve scale and impact
- Structure ambiguous strategic questions into clear analytical problems and develop data-driven approaches to solving them
- Synthesize quantitative analysis and qualitative insights into clear strategic narratives that support executive decision-making
- Develop high-quality strategy documents, executive presentations, and analytical narratives for leadership reviews, external speaking engagements, conferences, and customer forums
- Influence C-level executives and cross-functional leadership teams while navigating complex organizational structures to drive strategic alignment
- Manage relationships with external partners and stakeholders
- Manage multiple concurrent strategic initiatives with competing priorities

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

- Experience in a business-to-business (B2B) environment, high-tech products/services
- 7+ years of experience in strategy, management consulting, analytics, or business strategy roles
- Understanding of partner ecosystem dynamics and channel business models
- Familiarity with customer success metrics and value realization fr