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.

Today, AWS's observability services are critical for customers running modern applications at scale. The insights provided by AWS' full stack observability solutions help detect, investigate, and remediate problems faster, and coupled with AI and ML, proactively react, predict, and prevent problems. As a Principal Observability Customer Success Specialist within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence organization, you will drive enterprise adoption and value realization for Customers in their post launch journeys around observability. In this role, you will engage and build relationships across relevant customer personas in our largest and most strategic enterprise customers. You will be technically credible in observability solutions (both commercial and open-source solutions) while effectively shaping the customer journey and developing your team's capabilities. The ideal candidate will have enterprise experience with observability platforms, distributed systems monitoring, and modern DevOps practices. You will be passionate about helping customers achieve operational excellence through effective observability implementation.

This role will be deeply cross-functional and engage with AWS teams across sales, solutions architecture, and AWS services, working at the CxO level at customers to maximize customers' observability investments. You will develop customer success strategies, create playbooks, and build scalable frameworks that combine strategic thinking with operational excellence and technical expertise. Working closely with the Observability GTM and Customer Success Specialist teams, partners, and Professional Services, you will support service adoption plays.

AWS is one of Amazon's fastest growing businesses, servicing millions of customers in more than 190 countries. As organizations increasingly rely on cloud-native applications and distributed systems, full-stack observability has become critical to collecting, correlating, aggregating, and analyzing telemetry in network, infrastructure, and applications in the cloud, hybrid, or on-premises environments to gain insights into the behavior, performance, and health of systems.

Key job responsibilities
Strategic customer engagement:
- Work directly with Customers to implement observability solutions to achieve their observability goals, from basic monitoring to advanced AIOps implementations
- Develop, execute, and test adoption and expansion plays for enterprise adoption and business value realization for Observability (in close collaboration with the CloudOps domain teams)
- Develop and scale customer success programs through respective Observability domain teams and partner success team.
- Collaborate with the AWS Customer Success Specialists to understand customer employee personas, assess their unique needs and challenges; engage with the Observability team to design and deliver tailored technical workshops and enablement programs to accelerate time to value.
- Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs.
Adoption program development:
- As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials to be applied across multiple service domains.
- Track and analyze adoption metrics to measure effectiveness and identify areas for improvement.
- Develop governance frameworks for sustainable adoption at scale across domains.
Customer success management:
- Design and monitor customer health dashboards and proactively address potential risks or adoption barriers to customer business value realization.
- Drive customer advocacy through success story documentation and advocacy program participation.
Product feedback loop:
- Collect and communicate customer feedback, insights, and requirements to Go-To-Market teams.
- Analyze trends in customer requests and pain points to identify potential product improvements.
Required Technical Knowledge:
- Expertise with observability platforms and tools such as:
- AWS native services (CloudWatch, CloudTrail, etc.)
- Open-source solutions (Prometheus, Grafana, OpenTelemetry)
- Commercial solutions (Datadog, New Relic, Splunk, Dynatrace)
- Understanding of modern application architectures (microservices, containers, serverless)
- Experience with DevOps practices and tools
- Knowledge of SRE principles and practices

About the team
Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

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Inclusive Team Culture

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Mentorship & Career Growth

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Work/Life Balance

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Principal Observability Customer Success Specialist, AWS Specialist and Partner Organization