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 (security specialists gaining observability depth and vice versa)

- Establish team operating rhythms, capacity planning, and engagement models (scaled 1:Many programs, tiered support, high-touch strategic accounts)

- 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: from foundational monitoring and security posture assessment through advanced AIOps implementations, ML-powered anomaly detection, and automated security remediation workflows.

- Create 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.

- Drive the team'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

- Set the engagement strategy for the team's portfolio of enterprise customers across both observability and security, defining account prioritization, engagement depth, and outcome-based success metrics

- Personally engage at the CxO level on the most strategically important accounts, modeling best-in-class executive advisory by connecting observability and security investments directly to customer business objectives, risk posture, and competitive advantage.

- Define and scale 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

- Guide the team to 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 team-led programs, identifying leading indicators of customer health and lagging signals of adoption risk; iterate program design based on data-driven insights.

- Establish scaled enablement programs including 1:Many webinars, technical persona circles, field enablement sessions, and digital-first content strategies that extend the team's reach beyond high-touch engagement models.

Customer success management

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

- Establish proactive risk identification, triage, and intervention processes that enable the team to 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.

- Ensure the team consistently delivers and documents measurable business value for customers, maintaining a strong proof-of-value motion that supports account retention, expansion conversations, and executive relationship health.

Product feedback loop

- Establish systematic, team-wide 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 the team's 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.

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: Amazon CloudWatch, AWS X-Ray, AWS CloudTrail, Amazon Application Signals, AWS Distro for OpenTelemetry (ADOT)

- Open-source solutions: Prometheus, Grafana, OpenTelemetry, Jaeger, Fluentd/Fluent Bit

- Commercial solutions: Datadog, New Relic, Splunk, Dynatrace, AppDynamics

- Distributed tracing architectures, metrics collection and aggregation pipelines, log management and analysis, and Application Performance Monitoring (APM) at enterprise scale.

- Site Reliability Engineering (SRE) principles and practices, including SLO/SLI/SLA definition, error budget management, and incident management frameworks.

- AIOps and ML-driven approaches to anomaly detection, root cause analysis, and predictive alerting in complex distributed systems.

- Modern application architectures including microservices, containerized workloads (Kubernetes/ECS), and serverless patterns, with a focus on observability instrumentation requirements for each.

Security

- Security architecture and engineering fundamentals: identity and access management (IAM), cryptography, data protection, application security, network security, and security operations (SecOps).

- AWS Security services portfolio:

- Threat detection and response: Amazon GuardDuty, Amazon Detective, AWS Security Hub

- Identity and access: AWS IAM Identity Center, AWS IAM, AWS Organizations

- Data and infrastructure security: Amazon Inspector, AWS Security Lake, Amazon Macie, AWS Config

- Cloud security posture management (CSPM), compliance automation, and security benchmarking using frameworks such as NIST CSF, CIS Controls, SOC 2, ISO 27001, and FedRAMP.

- Securing AI/ML workloads and GenAI applications, including data governance for training pipelines, inference security, prompt injection mitigations, and model access controls.

- DevSecOps practices and tools: integrating security gates, vulnerability scanning, and policy-as-code into CI/CD pipelines and cloud infrastructure lifecycle management.

Convergence Areas

- Candidates with expertise at the intersection of observability and security will be differentiated.

- Security observability: leveraging distributed tracing, log analytics, and metrics telemetry for threat detection, forensic investigation, compliance monitoring, and audit trail construction.

- Unified incident response frameworks that correlate operational and security events-enabling faster mean-time-to-detect (MTTD) and mean-time-to-respond (MTTR) across both domains simultaneously.

- SIEM and SOAR integration with observability platforms, including use cases where security event streams and application telemetry are correlated for enhanced detection fidelity.

- AI/ML-driven operations spanning both anomaly detection in operational telemetry and behavioral threat intelligence in security signal pipelines.

- DevSecOps pipelines with integrated monitoring and security gates, implementing shift-left security practices alongside full-stack observability instrumentation from the development stage through production

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, or equivalent-with a demonstrated focus on observability, security, or both.

- 5+ years of people management experience leading technical teams, with a proven track record of hiring, developing, and retaining high-caliber technical talent.

- Demonstrated experience driving enterprise-scale adoption programs for cloud services, including the 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.

PREFERRED QUALIFICATIONS

- AWS certification, such as, AWS Solutions Architect, or a similar cloud certification, or CISSP-ISSAP (Certified Information Systems Security Professional-Information Systems Security Architecture Professional) or CISSP-ISSEP (Certified Information Systems Security Professional-Information Systems Security Engineering Professional)

- Experience that spans both observability and security domains, with demonstrated ability to lead teams and advise customers at the intersection of both disciplines.

- Background building and scaling