Senior Customer Success Manager - Strategic Account Services, Hardlines

Description

The Strategic Account Services (SAS)-Hardlines organization is seeking Customer Success Managers to shape the future of the program and drive business growth for some of the most influential Sellers and Brands on the Amazon Store. CSMs ensure program satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards.

In this role, you will own building and executing strategic joint business plans with your Sellers, collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities. You will also develop and manage a pipeline mix of both high-value and transactional accounts while executing sales and account management strategies to deliver results that exceed output goals. This includes identifying and building relationships with key influencers and decision-makers within the senior management and executive teams of prospective and existing accounts, along with internal stakeholders and cross-functional teams, to create and present compelling Amazon solutions that meet and exceed customer requirements.

The ideal candidate should possess client management skills with the keen ability to work backwards with Sellers to identify and prioritize the right inputs and outputs to deliver value and growth. They will be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios. Above all, they should demonstrate ownership and the ability to embrace and navigate ambiguity and complexity. They are agile, inventive, and an advocate for their Sellers' experience on the Amazon Store.


Key job responsibilities
Customer Success Managers are responsible for driving Seller business growth by providing customized insights and recommendations, educating on relevant tools, products, and services, and delivering a positive experience with the program. This includes analyzing data and trends to maximize long-term potential for an assigned portfolio of Sellers, leading business strategy development and long-term account planning, and acting as a strategic and consultative partner who proactively identifies new opportunities and presents compelling value propositions. CSMs manage and deliver against complex account goals — often where strategy is not yet defined — making tradeoffs between short-term customer needs and longer-term strategic investment while implementing and tracking metrics to uncover hidden areas of opportunity.

CSMs also serve as trusted advisors and business advocates for their Sellers, delivering timely operational support within specified SLAs and coordinating cross-functionally to resolve issues quickly and with high quality. They play a "consultant" role with oversight of key strategic activities, escalating and clearing blockers across multiple organizations while advocating as the Voice of the Customer internally. On the process excellence side, CSMs act as thought leaders in defining success criteria, improve team efficiency by optimizing processes and delivering critical solutions, and identify feature enhancements and new products based on customer feedback, data analysis, and competitive gaps. They own project status communication and aggregate themes to address root-cause opportunities with owning teams.

A day in the life
Customer Success Managers balance their day across three core activities:
● Outbound prospecting: Conducting calls and email outreach to prospective Sellers to identify growth and optimization opportunities
● Active account management: Communicating with engaged Sellers to execute against joint business plans, review performance metrics, educate on new tools and programs, and drive progress on strategic initiatives
● Internal deep dives: Collaborating cross-functionally to resolve Seller friction points, clear blockers, analyze data trends, and advocate for Seller needs with internal partner teams
CSMs work autonomously while earning the trust of their peers and Sellers. They are highly motivated, results-driven, and operate with a consultative mindset — whether managing long-term strategic accounts or time-bound engagements focused on specific optimization goals like FBA supply chain improvement.

About the team
CSMs in Strategic Account Services operate within category-specific portfolios (e.g., Home Improvement, Home & Kitchen), managing high-value, long-term Seller relationships with a focus on strategic growth, program satisfaction, and driving business results for some of Amazon's most influential Brands and Sellers. The team's mission is driving Seller success on the Amazon Store through data-driven insights, consultative partnership, and relentless operational excellence.

Basic Qualifications

- Experience with strong project management skills and the ability to thrive in a fast-paced environment
- Bachelor's degree or equivalent
- Experience analysing market opportunities, engaging and negotiating with customers, and defining new areas of innovation
- Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions
- Experience with MS Office Professional Suite, including Microsoft Excel to manipulate and analyze data
- Experience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisions
- Experience managing multiple projects, prioritizing, planning, and managing time
- Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products
- 4+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.

Preferred Qualifications

- Experience in Sales, Territory Planning, Merchandising, and/or relevant experience within Customer Success, Account Management, or negotiating, nurturing, and growing customer relationships
- Experience in strategic marketing management and market analysis and demonstrated ability to build and execute a strategy with clear goals and objectives to align to business and service objectives, and support portfolio objectives
- Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
- Experience communicating and delivering presentations to customers, stakeholders, and/or teammates
- Experience in E-Commerce, Corporate Retail, Consulting and/or B2B.
- Understanding of retail math and formulas for the purpose of making business decisions.
- Leverage internal AI tooling to drive efficiencies and expedite problem solving

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.