Principal Customer Solutions Manager, US Enterprise, Customer Solutions

Are you customer obsessed, speak AI and cloud, and want to help customers build at unbelievable scale? As an AWS Principal Customer Solutions Manager (Principal CSM), you lead the most strategic customer engagements with enterprise-wide impact, creating sustained business value for customers. You identify and solve the most intrinsically complex business and technical problems across multiple business units, geographies, and customers.

As a Principal Customer Solutions Manager, you lead the most strategic customer engagements with enterprise-wide (e.g., across business units, geographies, or partner organizations) impact, creating sustained business value for customers. You identify and solve the most intrinsically complex business and technical problems across multiple business units, geographies, and/or customers, with as simple solutions as possible. You lead and execute engagements in highly undefined and rapidly evolving environments, creating and shaping strategies where information is incomplete or conflicting, creating structure and clarity for customers, partners, executives, and internal teams. Using exceptional judgment and deep technical acumen, you drive these initiatives from ambiguity to measurable results and value realization.

You bring focus and strategic technical direction across enterprise-wide initiatives and cross-organizational teams, aligning entire organizations around shared outcomes. You quantify your success through long-term business impact (revenue growth, cost optimization, operational transformation, and competitive advantage), delivering transformational outcomes that help customers realize value across entire enterprises or multiple teams/business units.

You orchestrate execution across enterprise workload portfolios by aligning business and technical priorities with internal and external stakeholders, ensuring long-term value realization. You translate significantly complex technical concepts into clear recommendations and strategies that change how organizations adopt technologies at scale. You guide customers through the full lifecycle of adoption and scale, ensuring technical implementations deliver quantified business results.

You apply advanced technical expertise and rapidly adopt emerging technologies, including AI, to navigate complexity, making critical decisions that keep initiatives on track and accelerate delivery. You earn customer trust as a strategic advisor through solving their most complex technical challenges, shaping business outcomes and consistently delivering insights that inform long-term technical direction and business decisions. You demonstrate exceptional communication skills across all organizational levels, including the most senior level (up to and including C-suite) external stakeholders and industry partners, independently presenting and demoing to executive audiences.

Every initiative you deliver is measured by its immediate success and by the mechanisms and best practices it leaves behind, elevating execution maturity and value realization across external and internal communities, and raising the bar for what AWS and customers can jointly achieve.

Key job responsibilities

• Lead the most strategic, enterprise-wide customer engagements within the US Enterprise segment, identifying and solving highly complex business and technical problems across multiple business units, geographies, or partner organizations

• Serve as a trusted advisor to senior executive stakeholders, up to and including the C-suite, shaping long-term cloud and AI strategy and influencing critical business decisions for some of the world's largest and most recognizable companies across industries including technology, media, entertainment, travel, hospitality, energy, and consumer services

• Orchestrate execution across large, complex workload portfolios, aligning business and technical priorities across internal and external stakeholders to ensure long-term value realization

• Translate complex technical concepts into clear, actionable recommendations that change how large enterprises adopt and scale technology, including cloud-native architectures, data platforms, machine learning, and AI-driven solutions

• Apply deep technical expertise, including in AI and emerging technologies, to guide customers through the full lifecycle of cloud adoption, migration, and modernization

• Architect scaling mechanisms and best practices that improve operational efficiency and reduce friction across the customer's organization

• Develop and mentor other team members, extending your influence and best practices across teams and, in some cases, across the broader customer solutions management community

A day in the life
Your day might start with a customer call to work through a migration blocker, then shift to syncing with your account team on priorities. You could be deep in a technical discussion on data modernization or generative AI, then pivot to building a business case or prepping for an executive review. You'll have regular conversations with senior customer leaders, translating their priorities into plans and driving execution. No two days look the same, and the complexity of these relationships means you're often solving problems without an obvious playbook.

About the team
Our team is part of the US Enterprise organization, one of the largest and most impactful segments at AWS. We partner with some of the most recognized companies in the world across technology, media, entertainment, travel, hospitality, energy, and consumer services. We help these customers realize measurable value from cloud adoption, migration, and modernization, including the responsible adoption of generative AI. You'll collaborate closely with Solutions Architects, Account Managers, and Professional Services, with direct exposure to senior customer executives. Our culture is built on ownership, curiosity, and solving hard problems together.