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 Amazons marketplace. As a Senior Customer Success Manager youll create vendor strategies that directly impact millions of customer experiences drive marketplace innovation and shape the future of retail commerce on one of the worlds largest e-commerce platforms.

Join our dynamic team as a Senior Customer Success Manager in Amazon Vendor Services where youll drive business growth for key vendors on Amazons retail platform. This role combines strategic partnership management data-driven decision making and operational excellence to enhance the vendor experience. Youll develop and execute business plans that optimize selection merchandising and operational efficiency while delivering measurable results for both vendors and this role youll analyze data to provide strategic insights develop joint business plans while ensuring exceptional operational standards. Youll 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 Amazons 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 whats 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 vendors 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.


- Bachelors 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

- 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. 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 for more information. If the country/region youre applying in isnt 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 VA Arlington - 80000.00 - 140000.00 USD annually
USA WA Seattle - 82700.00 - 140000.00 USD annually