Amazon Freight, a key pillar within Amazon Supply Chain Services (ASCS), is looking for a Sr. Manager, Customer Success to lead a newly formed team of Customer Success Managers serving our enterprise customers. This leader will build and own the function responsible for being the single threaded relationship owner for operational points of contact across our largest accounts.
This is a builder role. The team was recently formed as part of an organizational investment in customer experience, and the playbooks, processes, and operating rhythms are yours to define. You will shape how we engage with enterprise customers post sale, how we drive retention through operational excellence, and how we create the connective tissue between our customers and the internal teams that serve them including sales, pricing, network performance, and operational execution. Very little of the infrastructure, tooling, or process exists today. The right candidate does not wait for direction or clarity to emerge. They create it.
Key job responsibilities
• Define the customer success strategy, operating model, KPIs, and playbooks that determine how your team identifies, escalates, and resolves customer problems at scale
• Own customer retention, operational input metrics, and customer satisfaction for enterprise accounts
• When problems emerge with individual customers, determine how to address them not just once but structurally across the entire customer base. Put more rigorous processes in place upstream to prevent issues from reaching customers in the future
• Own internal reporting and metrics in WBRs and MBRs, bridging out on performance metrics, cost inputs, and customer KPIs
• Lead customer QBRs and ensure enterprise accounts receive structured, consistent performance communication
• Own escalation communication to customer executives: what's happening, what we're doing about it, and how we're tracking toward resolution
• Work across internal partner teams (sales, pricing, ops, network) to build standardization and repeatable approaches to delivering the right customer experience
• Inspect your team's work to ensure interventions are driving improvements. Test whether the current model is working, design allocation models of team members to accounts, and define the future path for team structure and headcount
• Influence customer operations to drive optimal inputs that lower our costs. Define what good looks like, measure it, and partner with customers to change how they operate
• Identify opportunities to share learnings, frameworks, and outcomes across other segments within the Amazon Supply Chain Services organization
• Lead a team of 6 Customer Success Managers (with room to scale). Hire, develop, and coach talent while building the team culture from the ground up
A day in the life
Your morning might start reviewing account health data to identify which customers need attention this week and inspecting your team's progress on active escalations. By midmorning you're on a call with a customer's VP of Transportation discussing performance trends from your latest QBR, then pivoting to an internal meeting where you're aligning your ops and pricing partners on a structural fix that keeps showing up across multiple accounts.
After lunch you're digging into a metric that doesn't look right on the surface, unpacking it multiple layers deep to find the actual root cause. You pull your team together to pressure test an idea for a new playbook that could prevent this class of issue from recurring. Later you're reviewing a CSM's account plan, coaching them on how to better influence a customer's frontline operations team, and closing the day by updating your WBR narrative on the impact your team delivered this week.
No two days look the same. You're moving between strategic planning, customer facing communication, team leadership, and deep analytical problem solving. You thrive in this variety and you don't need someone to tell you what to work on next.
BASIC QUALIFICATIONS
- Experience creating reports, interpreting metrics and driving overall insights or analysis
- Knowledge of supply chain management concepts - forecasting, planning, sourcing, optimization and logistics or equivalent
- 6+ years of people management and team development experience
- 10+ years of experience in customer success, account management, supply chain operations, or a related field in a B2B environment
- Experience managing relationships with enterprise customers across multiple levels of their organization, from frontline operations to senior leadership
- Demonstrated ability to build programs or functions from scratch in ambiguous environments
- Deep curiosity and willingness to dive into complex customer experience problems, including building measurement frameworks where data does not yet exist
- Proven ability to navigate ambiguity and create structure where little exists today
PREFERRED QUALIFICATIONS
- Experience implementing repeatable processes and driving automation or standardization
- Experience in program management, logistics, operations, supply chain, transportation, or equivalent
- Experience in high growth or early stage business environments within a larger organization
- Track record of improving customer retention and satisfaction metrics at scale
- Experience influencing customer behavior and operations through relationship building rather than contractual enforcement
- Experience designing team structures, coverage models, and resource allocation for customer facing organizations
- MBA or equivalent experience
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, Santa Monica - 157,100.00 - 212,600.00 USD annually
USA, IL, Chicago - 157,100.00 - 212,600.00 USD annually
