Senior Customer Success Manager , Hardlines

Amazon; Seattle (WA); On-site; USD 83,000 - 140,000; Full time

Job summary

Amazon is seeking a Senior Customer Success Manager to manage strategic vendor relationships in Seattle, WA. You will develop data-driven plans driving ROI and collaborate across teams to remove blockers and deliver measurable results.

In this role, you will mentor peers, lead promotional planning, and optimize catalog strategies while ensuring Voice of the Customer informs decisions across the organization.

Qualifications

• Bachelor's degree or equivalent.
• 4+ years vendor or client-facing experience in Account Management, Vendor Management, Buying, Planning or Merchandising.
• Data analysis experience including manipulating large datasets and interpreting results.
• Proficient in Excel and BI tools for data manipulation and interpretation.

Responsibilities

• Manage strategic vendor relationships and develop long-term, data-driven business plans that drive adoption of growth-generating products and positive customer experience.
• Provide actionable recommendations to vendors that drive measurable ROI, clearing blockers and escalating appropriately.
• Collaborate across teams to deliver for vendors — influencing internal and external stakeholders, processes, and priorities.
• 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.

Skills

Data analysis

Excel

BI tools

Stakeholder management

Communication

Education

Bachelor's degree or equivalent

Advanced degree or certifications

Tools

BI tools

Amazon tools and systems

Job description

Description

This role can be located in one of our approved corporate offices in Seattle, WA.

Drive measurable growth and vendor satisfaction for strategic partnerships on Amazon's retail platform. As a Senior Customer Success Manager, you'll independently manage strategic vendor relationships, develop data-driven plans that generate ROI, and collaborate across teams to clear blockers and deliver results — even when the path forward isn't fully defined.

Key job responsibilities

• Manage strategic vendor relationships and develop long-term, data-driven business plans that drive adoption of growth-generating products and positive customer experience
• Provide actionable recommendations to vendors that drive measurable ROI, clearing blockers and escalating appropriately
• Collaborate effectively across teams to deliver for vendors — influencing internal and external stakeholders, processes, and priorities
• 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.

Basic Qualifications

• 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

Preferred Qualifications

• 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
• Advanced degree, certifications, or equivalent experience
• 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.

USA, WA, SEATTLE - 82,700.00 - 140,000.00 USD annually

USA, WA, Seattle - 82,700.00 - 140,000.00 USD annually

Company

- Amazon.com Services LLC - A57

Job ID: A10441211