Senior Customer Success Manager, Hardlines

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

Lead transformational growth for Fortune 500 retail brands on Amazon's marketplace. As a Senior Customer Success Manager, you'll create vendor strategies that directly impact millions of customer experiences, drive marketplace innovation, and shape the future of retail commerce on one of the world's largest e-commerce platforms.

Join our dynamic team as a Senior Customer Success Manager in Amazon Vendor Services, where you'll drive business growth for key vendors on Amazon's retail platform. This role combines strategic partnership management, data-driven decision making, and operational excellence to enhance the vendor experience. You'll develop and execute business plans that optimize selection, merchandising, and operational efficiency while delivering measurable results for both vendors and customers. In this role, you'll analyze data to provide strategic insights, develop joint business plans, while ensuring exceptional operational standards. You'll collaborate with cross-functional teams to identify growth opportunities, optimize vendor performance, and enhance the customer experience. This position offers the opportunity to make meaningful impact while working with diverse stakeholders in a dynamic e-commerce environment.


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
- Experience working with and influencing senior level stakeholders
- Experience managing multiple projects, prioritizing, planning, and managing time
- 4+ years of vendor management, or 4+ years of relevant discipline work experience
- 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
- Demonstrated ability to deliver independently in environments with some ambiguity
- Excellent professional written and verbal communication skills

PREFERRED QUALIFICATIONS

- Experience handling ambiguous or undefined challenges through strong problem solving abilities
- Experience in process improvement
- Experience guiding, training and mentoring others
- Experience with project management
- 5+ years of e-commerce or retail industry experience
- Professional experience in Buying, Planning, or Merchandising
- 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.