Senior Customer Success Specialist - AI-First Organization Portfolio Leader, Customer Success Center of Excellence

About the role

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges. AWS is seeking a Senior Customer Success Specialist - AI-First Organization Portfolio Leader to drive enterprise organizational transformation and manage the AI-First Organization offering portfolio across AWS's AI platform. This is a senior individual contributor role within AWS Specialists & Partners (ASP) Customer Success Center of Excellence that combines hands-on change management expertise with portfolio discipline to accelerate how enterprises adopt AI across business operations, customer experience, and product delivery. The AI-First Organization is AWS's Customer Success transformation brand encompassing three offerings: Intelligent Business Operations, Intelligent Customer Experience, and AI-driven Digital Product Delivery. These offerings are powered by Amazon Quick, Connect, Kiro, Frontier Agents, Bedrock, and other AWS services. This role owns the coherence, quality, and market readiness of these offerings as a portfolio, treating each offering as a product line with underlying assets (playbooks, maturity models, assessment frameworks, enablement toolkits) that require active lifecycle management, and enabling partner and AWS field adoption. On the customer-facing side, this role focuses on the organizational and human dimensions of AI adoption - enablement strategy, audience analysis, change management, and business outcome realization - rather than technical implementation. You will help enterprises change how their people work, not just what tools they use. Key job responsibilities Strategic Customer Transformation - Design and execute organizational change management strategies for enterprise customers adopting AWS AI services. This includes stakeholder and audience analysis, enablement strategy development, adoption measurement, and behavioral change programs that drive measurable business outcomes. Lead executive alignment on transformation roadmaps that address the human dimensions of AI adoption: culture shift, skills development, role evolution, and process redesign. Establish baselines for current-state operations and build prioritization frameworks that help customers identify which use cases to advance and how to track success against defined business value metrics. Offering Portfolio Management - Own the AI-First Organization brand as a portfolio - maintaining coherence across the three offerings (Intelligent Business Operations, Intelligent Customer Experience, AI-driven Digital Product Delivery) and managing the underlying assets as products with defined lifecycle stages, quality standards, and release cadences. Organize transformation methodologies, maturity models, and assessment frameworks into a structured portfolio that enables AWS teams and partners to guide customers from AI experimentation to systematic business process reinvention at scale. Synthesize learnings from customer engagements into documented playbooks, best practices, and success patterns. Feed these insights into AWS product roadmaps and go-to-market strategy while maintaining portfolio-level traceability from brand to offering to asset. Field and Partner Ecosystem Enablement - Own the enablement cadence for partners (through existing programs) and field teams (through Field CSS), delivering predictable results through structured training, certification, and delivery toolkits. Co-develop transformation offerings with strategic consulting partners (GSIs, SIs, boutique AI consultancies) and ensure partners can deliver AI-First Organization engagements with consistent quality and measurable outcomes. Maintain enablement content currency across the portfolio as offerings evolve and new assets enter production. Customer Success Portfolio Management - Influence cross-functional stakeholders to deliver against customer success metrics and underlying asset performance indicators. Monitor customer transformation health across the portfolio and proactively address adoption barriers. Drive measurable business value realization - productivity gains, cost reduction, decision quality improvement - through structured success planning and executive business reviews. Track portfolio-level metrics including offering adoption rates, asset utilization, partner delivery quality, and customer outcome attainment. Customer Success Profession Thought Leadership and Innovation - Continuously evolve the role, its responsibilities, and its operating model based on emerging AI capabilities, customer patterns, and market shifts. Develop leading