Sr. Mgr, Customer Success for Observability & Security, AWS Specialist and Partner Organization

At AWS, Security has always been “job zero”—security is not just the top priority, it comes before everything else. At the same time, full-stack observability is critical for customers running modern applications at scale: the insights delivered by AWS’s observability solutions help teams detect, investigate, and remediate problems faster, and—coupled with AI and ML—proactively predict and prevent them. These two disciplines are converging. Security observability, threat detection through telemetry, and AI-driven operations all require unified visibility across metrics, traces, logs, and security signals. In the era of GenAI, customers need solutions that bridge both domains to enable secure innovation, protect sensitive data, achieve operational excellence, and maintain compliance with evolving global regulations. 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 prog