The Principal Customer Success Specialist, Observability & Security is an individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence (CSCOE). This role serves as a senior technical advisor and thought leader who shapes the forward-looking strategy for customer post-sale journeys across both observability and security, encompassing adoption, retention, expansion, and long-term value realization. You will guide 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 personally engage and build deep relationships across relevant customer personas in our largest and most strategic enterprise accounts. You will be deeply technical across both observability and security solutions, spanning commercial, open-source, and AWS-native tooling, while effectively shaping customer journeys and raising the bar for the broader team. The ideal candidate will have hands-on 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 define customer success strategy, 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 through direct and partner-led engagements and by enabling the broader AWS Field to leverage best practices you establish.

Key job responsibilities

Strategic Vision & Convergence Thought Leadership

- Define and communicate the strategic vision for how observability and security converge within the Customer Success practice, serving as the organization's subject-matter authority on this intersection

- Develop adoption frameworks that span the full maturity spectrum: from foundational monitoring and security posture assessment through advanced AIOps implementations, ML-powered anomaly detection, and automated security remediation workflows

- Author and maintain cross-domain playbooks that leverage the intersection of observability and security, such as using observability telemetry signals for security incident response and forensics or applying security context to intelligently prioritize operational alerts

- Lead the practice's approach to securing AI and ML workloads, incorporating observability-informed security practices and threat modeling specific to GenAI applications, data pipelines, and model inference environments

Strategic Customer Engagement

- Personally own a portfolio of the most complex, high-value enterprise accounts, operating as the primary senior technical advisor for customers navigating the convergence of observability and security

- Engage at the CxO level on strategically important accounts, providing executive advisory that connects observability and security investments directly to customer business objectives, risk posture, and competitive advantage

- Design and deliver customer success programs that address the full spectrum, from helping customers establish foundational security posture and observability baselines, to driving advanced multi-domain outcomes such as unified incident detection, automated remediation, and compliance-as-code

- Build and sustain strategic partnerships with AWS Service teams, Security GTM, Observability/CloudOps GTM, Solutions Architecture, Professional Services, and AWS Partner teams to deliver coordinated, customer-centric outcomes across the full lifecycle

Adoption Program Development & Scaled Impact

- Create and maintain comprehensive best practices documentation, implementation guides, and training materials applicable across both observability and security service domains, ensuring materials reflect the latest AWS service capabilities and field-learned insights

- Define and own metrics frameworks to track the adoption effectiveness of programs you design, identifying leading indicators of customer health and lagging signals of adoption risk; iterate program design based on data-driven insights

- Develop and deliver scaled enablement programs including 1:Many webinars, technical persona circles, field enablement sessions, and digital-first content strategies that extend impact beyond high-touch engagement models

- Mentor and enable peers and junior team members through knowledge sharing, technical guidance, and co-delivery on complex engagements

Customer Success Execution

- Define and implement customer health scoring models and dashboards that capture both observability and security maturity signals, providing a unified, actionable view of customer risk, health, and expansion opportunity

- Execute proactive risk identification, triage, and intervention processes that address adoption barriers, executive disengagement, or service underutilization before they escalate into churn or contraction risks

- Drive customer advocacy through structured success story documentation, executive case study development, and participation in AWS advocacy programs, amplifying proven outcomes across both domains to accelerate adoption in the broader customer base

- Consistently deliver and document measurable business value for customers, maintaining a strong proof-of-value motion that supports account retention, expansion conversations, and executive relationship health

Product Feedback & Influence

- Establish systematic processes for capturing customer feedback, pain points, and feature requests, and for communicating these insights to GTM teams, product organizations, and AWS service teams for both observability and security portfolios

- Analyze patterns and trends across your customer portfolio to identify systemic product gaps, adoption friction points, or unmet needs that represent high-impact product improvement opportunities

- Represent customer needs at the executive level with AWS service teams, leveraging data-backed insights to influence product roadmaps and prioritization across the AWS Observability and Security service portfolios

BASIC QUALIFICATIONS

- Experience working with a cross-functional team across design, operations, and engineering team to meet high-reaching goals

- 10+ years of experience in technical, customer-facing roles, including customer success, solutions architecture, technical account management, consulting, or equivalent, with demonstrated hands-on depth in observability, security, or both

- 5+ years of experience directly advising enterprise customers (Fortune 500 or equivalent) on cloud adoption, security posture, or observability strategy, with a track record of measurable customer outcomes

- Demonstrated experience designing and delivering enterprise-scale adoption programs for cloud services, including development and execution of adoption plays, health scoring models, and scaled enablement programs

- Proven track record of executive-level (CxO) engagement, including the ability to translate complex technical and operational challenges into strategic business recommendations that resonate with senior decision-makers

- Demonstrated ability to influence without authority across cross-functional teams (product, engineering, GTM, field sales) to drive customer-centric outcomes

PREFERRED QUALIFICATIONS

- Experience writing technical articles, speaking at technology conferences, and contributing to open source

- AWS certification, such as AWS Solutions Architect Professional, AWS Security Specialty, or a similar cloud certification, or CISSP-ISSAP / CISSP-ISSEP

- Experience that spans both observability and security domains, with demonstrated ability to advise customers and influence organizational strategy at the intersection of both disciplines

- Background building and scaling post-sale motions, including the design of engagement models, tiering frameworks, playbooks, and operational frameworks from the ground up

- Familiarity with the AWS Observability and Security service portfolios and the AWS customer success motion, including experience with the AWS Partner Network, ProServe, and GTM team engagement models

- Experience with the convergence of security and observability in enterprise environments, such as SIEM/SOAR integration with observability platforms, or building unified SOC + SRE operational models

- Familiarity with GenAI and LLM workload security and observability requirements, including monitoring patterns for model inference, prompt pipelines, retrieval-augmented generation (RAG) architectures, and AI data governance

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Mountain View - 210,200.00 - 284,300.00 USD annually

USA, CA, San Francisco - 210,200.00 - 284,300.00 USD annually

USA, WA, Seattle - 182,800.00