Organize, analyze, and surface vendor/customer feedback in the correct channels to ensure Amazon's decisions consider the Voice of the Customer
Optimize cross-team processes that improve project efficiency and team delivery
Lead promotional planning and catalog optimization initiatives
Begin mentoring peers and contributing to team development
A day in the life
Review performance metrics and present data-driven recommendations during vendor meetings with senior contacts
Navigate ambiguous situations — identifying what's hindering vendor growth and developing solutions independently
Collaborate with cross-functional teams (category managers, supply chain, marketing) to resolve operational challenges
Advocate for vendor needs by organizing feedback and sharing insights with leadership
Guide vendors on utilizing Amazon tools and systems effectively
Participate in strategic planning sessions and support continuous improvement initiatives
Share knowledge with teammates and provide guidance to newer CSMs
About the team
Amazon Vendor Services (AVS) is a paid suite of services designed to build long-term partnerships between Amazon and its vendors — making Amazon the retailer of choice. AVS pursues three core goals:
Accelerate vendor growth on Amazon
Drive higher vendor satisfaction with Amazon, fostering greater engagement and investment
Build sustainable, efficient e-commerce partnerships between Amazon and vendors
As a Senior Customer Success Manager, you serve as the hub of your vendor's interactions with Amazon. Vendors rely on their CSM as a first point of contact for troubleshooting, high-level analysis, and joint business planning. To deliver on these goals, we develop exclusive services and tools that accelerate vendor growth, provide preferred treatment in how vendors interact with us, and enable proactive management of their business.
Bachelor's degree or equivalent
4+ years of vendor or client-facing experience in Account Management, Vendor Management, and/or relevant experience in Buying, Planning, or Merchandising
Data analysis experience including manipulating large datasets from complex systems and interpreting results
Proficient in Excel and BI tools for use of data manipulation and interpretation
Experience managing relationships with senior stakeholders
Demonstrated ability to deliver independently in environments with some ambiguity
Excellent professional written and verbal communication skills
Experience managing multiple projects, prioritizing, planning, and managing time
5+ years of e-commerce or retail industry experience
Experience rapidly adapting to change and navigating undefined problems
Professional experience in Buying, Planning, or Merchandising
Background in process improvement — optimizing, simplifying, or eliminating inefficient processes
Experience guiding, training and mentoring others
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, WA, Seattle - 80,200.00 - 101,800.00 USD annually
