UKGI CSMs are responsible for helping public sector organisations realise their business in the cloud. As leader of the UKGI CSMs, you will lead a team of Customer Solutions Managers responsible for guiding and supporting AWS customers along their multi-year cloud journey - accelerating migration delivery, driving modernisation, enabling GenAI adoption, and ensuring customers realise measurable business outcomes from their AWS investments.
The UKGI CSM team supports customers from commitment to execution. CSMs support large-scale migrations, partner-attached delivery, and strategic account engagement - working backwards from customer objectives to accelerate long-term cloud adoption and realise revenue. The team operates at the intersection of sales, delivery and technical enablement, coordinating across account teams, partners, professional services, and service engineering to deliver outcomes for customers at scale.
You will recruit, develop, and lead a team of technically capable CSMs across Europe who are obsessed with customer success. Working with your team and cross-functional partners across AWS, you will drive strategy, accelerate customers' cloud adoption, and define and then deliver against revenue realisation goals. You and your team are accountable for successfully delivering customer migrations, modernisation initiatives, and GenAI/Data outcomes.
In this role, you will be technically credible in your own right - ready to dive deep into workload adoption patterns and customer architectures - while also effective in shaping the customer journey through others. You must enjoy learning and introducing new concepts to help colleagues and customers embrace and adopt new technology. You will coach your team on executive engagement, programme delivery, migration acceleration, and business case development. You will need to be adept at interacting, communicating and partnering with other parts of AWS, as well as representing your team at a senior level internally and externally.
Supporting a broad portfolio of UKGI customers, you will establish mechanisms to inspect customer health and programme delivery at scale, optimise CSM coverage through data-driven resource allocation, and build sector-specific delivery frameworks that enable proactive intervention before issues impact revenue or customer outcomes.
Key job responsibilities
As a key member of the UKGI AI, Emerging Tech & Customer Acceleration team, you will:
- Ensure success and growth in your customers' cloud and AI journeys.
- Hire, onboard, train, and develop CSMs across Europe. Attract bar-raising talent with the technical depth and customer obsession the role requires.
- Set and measure goals, coach and mentor employees, and contribute to the evolution of the global public sector CSM function.
- Define metrics for team progress, build audit mechanisms to track performance and variance.
- Be accountable for revenue acceleration, migration delivery, and team development goals.
- Coach CSMs to lead matrixed teams, manage cadence, drive executive engagement, and help customers work backwards from business outcomes to executable delivery plans.
- Implement systematic sector engagement through business reviews, escalation paths, and standardised delivery reporting.
- Build relationships with senior customer decision makers to accelerate adoption.
- Act as a conduit between customers, engineering, product and support teams. Influence product direction from aggregated customer feedback.
- Build a team that delivers without you. Grow future leaders, and remove single-point dependencies.
- Drive adoption of CSM best practices: GenAI/agentic AI enablement, migration acceleration, partner enablement, and customer value realisation.
A day in the life
Your morning starts reviewing migration delivery dashboards - checking which customers hit migrations kicked off this week, which are at risk, and where to redirect capacity. By mid-morning you're in a 1:1 coaching a CSM on their executive engagement strategy for a stalled modernisation programme.
After lunch you join a business review for one of the sales verticals, presenting CSM health data, escalating risks in delivery and recommending where to double down. Late afternoon you're interviewing a candidate for a new CSM, then closing the day unblocking a partner-attached migration that needs cross-team coordination to hit its go-live date.
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