Principal Customer Solutions Manager (CSM), US Healthcare & Life Sciences (HCLS)

As an Amazon Web Services (AWS) Sr. Customer Solutions Manager you will be responsible for helping guide AWS customers along their multi-year journey to the cloud. In this new, highly visible, role you will be ensuring that all AWS teams are working together effectively and efficiently to deliver outcomes for the customer.

You will be a critical partner to our customers, leveraging your experience with large scale cloud transformations and helping shepherd them through their stages of AWS adoption. Guiding the customer through the operational, educational and governance aspects of a successful AWS cloud journey.

You will interface with customer and AWS leadership, driving collaboration between the other core account groups (Sales, Support, Solutions Architecture and Professional Services), product/engineering teams, and customer teams, planning and supporting major workload migrations. You will translate strategic initiatives in the account plan into executable actions, working backwards from our customers key milestones. You will manage cadence by leading the reporting and tracking functions along the way. The execution of education plans, roadmap to business outcome alignments, Executive Briefing Sessions, and go-live events and transitions are a few items owned by the CSM that are critical to the success of our customer’s cloud journey.

You are encouraged to think big, invent and take ownership on customer challenges. You will not only bring the best of AWS/ Amazon to our customers, you will proactively help solve the customer’s challenges through new ideas, tools and mechanisms.

Successful candidates will have a strong technical background, be detail driven, have excellent problem solving abilities, and be exemplary communicators both at the executive and project team level. You will be a peer leader, have the ability to gain stakeholder buy-in, negotiate and lead teams. Your enterprise cloud experience and operational excellence will influence the team’s decisions, provide insight, and help drive secure and robust solutions.

You will evangelize AWS services and influence customers for adopting them. You should be passionate about delivering a great customer experience by deploying AWS solutions and driving innovation, and also be obsessed with contributing to the day-to-day management of the customers successful migration to AWS.

Key job responsibilities


- Identify and accelerate customers' realization of value throughout the cloud lifecycle through adoption of AWS services, partner solutions, and best practices
- Own end-to-end customer transformation strategy, connecting technical execution to measurable business outcomes
- Design and drive strategic initiatives including large-scale migrations, AI/ML adoption, and data modernization programs specific to Life Sciences workflows
- Create, manage, and deliver complex business and technology programs, navigating risks and roadblocks in ambiguous environments
- Establish and mature operating models and governance structures to drive scale and long-term success
- Orchestrate cross-functional delivery across sales, solutions architecture, enterprise support, professional services, and AWS partners
- Earn trust from technical practitioners to C-suite executives; serve as the customer's cloud journey coach and voice of the customer within AWS
- Lead executive briefings, roadmap reviews, and business outcome alignment sessions
- Apply deep understanding of Life Sciences regulatory requirements (FDA, HIPAA, GxP) and domain-specific use cases
- Help customers achieve organizational cloud readiness and AI fluency through skills development and experience-based accelerators
- Mentor and develop other CSMs; drive process improvements and mechanisms that scale impact across the portfolio

A day in the life
**A Day in the Life of a CSM**

No two days look alike. In any given week, you might lead an Executive Briefing Session with a pharma CTO, unblock a multi-petabyte migration alongside Solutions Architects, advocate for a customer feature request in an internal product review, build a GenAI prototype using Bedrock and Strands, prepare a business outcome report quantifying quarterly impact, or coach a customer team through organizational cloud readiness. The role blends strategic thinking with hands-on execution, technical depth with executive communication, and customer obsession with internal innovation.

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.

Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve. - 10+ years of senior customer facing role experience
- 15+ years of leading complex, large-scale, IT, technical or engineering programs experience
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field
- Experience in a senior customer-facing role
- Experience in leading complex, large-scale, IT, technical or engineering programs
- Experience working with current technologies (especially cloud) - PMP/SCRUM/Agile certification or are you SAFe certified
- Experience in or deep familiarity with Healthcare & Life Sciences industry (pharmaceuticals, biotechnology, medical devices, diagnostics, or clinical research)
- Understanding of Life Sciences regulatory frameworks (FDA, HIPAA, GxP, 21 CFR Part 11) and their implications for cloud architecture
- AWS certification(s) and/or hands-on experience with AWS services (compute, AI/ML, analytics, security, data)
- Experience driving AI/ML adoption programs, GenAI implementations, or data platform modernization initiatives
- Knowledge of scientific computing, genomics pipelines, clinical data management, or drug discovery workflows
- PMP, Agile, or equivalent project management certification
- Experience working in the public sector or with regulated industries
- Demonstrated ability to influence without authority across matrixed organizations
- Track record of delivering transformation outcomes for Fortune 500 or enterprise customers

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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, CA, San Francisco - 210,200.00 - 284,300.00 USD annually
USA, MA, Boston - 182,800.00 - 247,300.00 USD annually
USA, NJ, Jersey City - 201,000.00 - 272,000.00 USD annually
USA, NY, New York - 201,000.00 - 272,000.00 USD annually
USA, VA, Herndon - 182,800.00 - 247,300.00 USD annually