Customer Success Manager
Amazon
Customer Success Manager
Amazon
Sells products online and rents cloud computing
Amazon Web Services is looking for a Senior Customer Success Manager to own customer success for our Amazon Connect Decisions across Asia-Pacific and Japan. As our customers in APJ scale, we need a single owner who makes sure the customers and partners we land actually succeed, realizing measurable business value, and renewing and growing over time. This role sits between deployment success prior to signature and post-sales success post-signature.
This is a regional, customer-facing role at the center of what happens after a deal is signed. You will work hand in hand with customers and our field and specialist teams across ANZ, ASEAN, India, Japan, and Korea to turn one-time launches into durable, expanding relationships. You will build the mechanisms — health scoring, adoption playbooks, renewal motions, and a voice-of-partner feedback loop — that raise the bar for how we deliver customer outcomes in the region. If you are energized by customer impact, comfortable operating in ambiguity, and motivated by building something new across a diverse set of markets, this role is for you.
Key job responsibilities
You will own the end-to-end deployment and post-launch journey for Amazon Connect Decisions in APJ. Day to day, that means driving adoption and value realization, keeping a close eye on customer health, stepping in early when accounts are at risk, and owning the renewal and retention motion that protects and grows recurring revenue. You will run quarterly business reviews and success reviews directly with partners, and you will be the person who translates what you learn on the ground into improvements our regional go-to-market team can act on.
Specifically, you will:
Drive activation and adoption of launched Connect Customer Decisions across APJ partners and their customers, and run structured onboarding and success plans for new feature launches.
Define and track value-realization milestones for each customer, making sure they reach first value and expansion milestones on time.
Own a regional customer health model that combines usage, sentiment, program, and delivery signals into a single view — and act on it, identifying at-risk accounts early and leading remediation with partners, specialist architects, and service teams.
Own the renewal and retention motion for partner-attached customers, running renewal forecasting, reducing churn, and surfacing expansion and cross-sell opportunities to our partner and field teams.
Coordinate success activities across ANZ, ASEAN, India, Japan, and Korea, adapting to local customer and market differences, and partner with global customer-success owners to adopt shared frameworks and share what works in APJ.
- 5+ years of developing, negotiating and executing business agreements experience
- 5+ years of professional or military experience
- 5+ years of working with Business Application Technologies, including, but not limited to End User Compute (EUC), Supply Chain, Contact Center as a Service, Consumer Data Applications, Encrypted Communications, and/or Communication Developer Services experience
- 5+ years of Go-To-Market, Business Development, Sales, or Consulting experience
- Experience developing strategies that influence leadership decisions at the organizational level
- Experience selling enterprise software or cloud-based applications
- Experience explaining complex technical concepts to various business and technical audiences
- Experience presenting to both technical and non-technical executive audiences
- Experience interpreting data and making business recommendations
- Experience identifying, negotiating, and executing complex legal agreements
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.
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