We are looking for a Manager, Customer Solutions Management (CSM) who thrives in a dynamic, customer-focused environment and is obsessed with accelerating the cloud and AI adoption of nonprofit organizations. You will lead a team of CSMs working with mission-driven nonprofit customers and own delivery of strategically important solutions with significant customer technical and business impact across cloud migration, modernization, and AI transformation initiatives.
The Customer Solutions Management organization serves as a trusted advisor — combining technical and program management leadership with strategic business acumen to guide complex implementations. CSMs apply deep knowledge of AWS services, architecture principles, and domain-specific challenges to translate technical concepts into clear business outcomes and measurable results. The team guides our customers through the operational, educational, and governance aspects of a successful AWS cloud journey, driving adoption velocity and quality across engagements while accelerating the adoption of generative AI and agentic AI solutions that amplify nonprofit missions.
In this role, you will be technically capable and credible in your own right as well as effective in shaping the customer journey and skills of your team. You will drive the adoption of generative AI and agentic AI across your CSM team to scale effectiveness — helping nonprofits deploy autonomous workflows for donor engagement, build AI-powered program delivery systems, and leverage intelligent automation to extend their impact. You must enjoy learning and introducing new concepts to help colleagues and customers embrace and adopt new technology, from foundational cloud migrations to production-grade agentic systems.
You will develop thought leadership that looks beyond technology and build mechanisms to help our nonprofit customers be successful on AWS. You will need to be adept at interacting, communicating, and partnering with other departments within AWS such as our sales, solutions architecture, professional services, marketing, and support teams, as well as representing your team to customers and executive management.
Other qualities we are looking for:
Be great fun to work with. At AWS, we have a credo of “Work hard. Have fun. Make history.” In this role, you will love what you do, and instinctively know how to make work fun. You will be dynamic and creative, and willing to take on any challenge and make a big impact.
Enjoy developing talent to achieve great things. You will have a passion for educating, training, and enabling cloud and AI adoption experts for a diverse and challenging set of nonprofit customers. We love people who innovate, use data to make decisions, and can express themselves thoughtfully. We want you to be passionate about delivering a great customer experience and love contributing to a shared goal.
Have a strong obsession with customer success and successful cloud and AI adoptions. The ideal candidate will have past experience working with customers in a similar role and leading all aspects of successful cloud adoption and expansion for mission-driven organizations.
Key job responsibilities Lead & Develop: As a key member of the Field Sales Management team, ensure success and growth in our customers’ cloud adoption. Hire, onboard, train, and develop Customer Solutions Managers from internal and external sources — building a high-performing team of cloud and AI adoption experts who deliver exceptional outcomes for nonprofit customers
Set Strategy & Goals: Define team strategy working backwards from customer problems, establish metrics to measure progress and operational excellence, set clear performance expectations, and coach team members toward career growth and promotion readiness
Drive Customer Success: As a key member of the nonprofit account teams, ensure success and growth in customers’ cloud and AI journeys — owning the end-to-end customer experience from migration through modernization to AI transformation
Build Relationships: Build deep relationships with decision makers within nonprofit customer accounts to enable them to be “Cloud advocates,” engaging at the executive level to align technology adoption with mission objectives
Accelerate AI Adoption: Drive the adoption of generative AI and agentic AI across your team and customer base — identifying opportunities for intelligent automation, autonomous workflows, and AI-powered solutions that scale nonprofit impact
Coach & Mentor: Coach CSMs in the skills needed to successfully lead engagements, manage program cadence, develop executive presence, and help customers work backwards from business outcomes to technology solutions
Collaborate Across AWS: Act as a conduit and liaison between customers, service engineering teams, solutions architecture, professional services, and support — ensuring cohesive execution against customer cloud strategy
Scale Best Practices: Guide and motivate the development of whitepapers, playbooks, and other high-value customer-facing guidance and best practices for nonprofit cloud and AI adoption
Operational Excellence: Establish workflows, SLAs, and audit mechanisms that ensure customer outcomes are measurable, decisions are data-driven, and work quality consistently raises the bar
A day in the life As a CSM Manager on the AWS Nonprofits team, you’ll balance people leadership with strategic customer impact. Your day might begin with a 1:1 coaching session with a CSM preparing for an executive steering committee meeting, followed by a hiring debrief for a new team member who will specialize in AI-driven nonprofit solutions. Mid-morning, you’ll join a customer strategy session alongside your CSM and the account team, helping align a large nonprofit’s multi-year cloud and AI adoption roadmap with their mission to scale program reach.
You’ll spend time reviewing your team’s portfolio of engagements — identifying risks, reallocating resources where needed, and ensuring your team isn’t burning out during peak migration periods. In the afternoon, you might facilitate a team knowledge-sharing session on agentic AI use cases for nonprofits, review a whitepaper one of your CSMs is developing on responsible AI governance for mission-driven organizations, and close the day by connecting with your leadership on headcount planning and team growth strategy. Throughout it all, you’re building a team culture of curiosity, empathy, and relentless customer obsession.
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? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
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Basic Qualifications
- 5+ years of team leadership, hiring and development experience
- 8+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
- Bachelor's degree in science, technology, engineering, math, business or equivalent
- Experience with, and detailed knowledge of the support market and insights related to cloud computing and IT
- Experience prior success in driving execution of large-scale project plans with multiple teams in support of business goals
- Experience providing and effectively communicating strategic and tactical recommendations based on data
- Experience communicating and presenting to senior leadership
Preferred Qualifications
- Experience implementing AWS/cloud services
- Knowledge of cloud technology partner ecosystem and related products
- Experience working with nonprofit organizations, public sector, or mission-driven entities
- Experience driving AI/ML adoption programs, generative AI solutions, or agentic AI initiatives across customer portfolios
- Understanding of responsible AI principles and AI governance frameworks
- Experience working as a Scrum Master or Product Owner across multiple cross-functional teams
- Deep understanding of software development/engineering lifecycle from conception to delivery
- AWS certifications (Solutions Architect, AI Practitioner, or equivalent)
- Track record of developing team members through collaborative development planning, coaching, and strategic project assignment resulting in promotions and career growth
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, VA, Arlington - 169,000.00 - 228,600.00 USD annually