Senior Customer Success Manager, Strategic Account Services

About the role

The Strategic Account Services (SAS) organization seeks a Beauty Senior Customer Success Manager to drive business growth for Amazon's most influential Sellers. You will build and execute strategic joint business plans, collaborating with Sellers to identify new selection, merchandising, traffic/conversion drivers, and operational improvements.

The ideal candidate has strong client management skills, works backwards from Seller needs to prioritize the right inputs/outputs, manages multiple workflows in a fast-paced environment, and participates in continuous improvement initiatives. They embrace ambiguity, demonstrate ownership, and advocate for their Sellers' experience on the Amazon Store.

Key job responsibilities

Business Growth

• Identify and address business input metrics hindering growth; develop and test solutions before scaling
• Analyze data and trends to maximize long-term potential for your Seller portfolio
• Act as a strategic partner-proactively identify opportunities, create tailored recommendations using consultative, out-of-the-box thinking
• Lead business strategy development and long-term account plans, collaborating cross-functionally to drive customer success
• Manage complex account goals where strategy is undefined; balance short-term needs with long-term investment
• Implement and track metrics to measure portfolio success and uncover hidden opportunities

Seller Relationship Management

• Build trusted advisor relationships; serve as a business advocate for your Sellers
• Deliver timely, accurate operational support within SLA
• Drive program and CSM satisfaction
• Coordinate cross-functionally to resolve Seller issues quickly and with high quality
• Serve as a consultant with oversight of key strategic activities-escalating and clearing blockers across organizations; advocate as the voice of the customer internally
• Educate Sellers on tools, policies, products, and programs to drive incremental growth, tying recommendations to their specific goals

Program Process Excellence

• Define success criteria and understand evolving business needs of Sellers
• Improve team efficiency and optimize processes; deliver critical solutions and mechanisms independently across teams
• Help define and design tools, SOPs, and processes for Seller Services
• Identify and define feature enhancements and new products based on customer feedback, data analysis, and competitive gaps
• Aggregate themes to function as Voice of the Seller with owning teams, addressing root-cause opportunities
• Own project status communication with clear, concise summaries to leadership

Basic Qualifications

• Experience with strong project management skills and the ability to thrive in a fast-paced environment
• Bachelor's degree or equivalent
• 4+ years professional experience in the Beauty industry with Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.

Preferred Qualifications

• Experience in Beauty E-Commerce, Corporate Retail, Consulting and/or B2B.
• Usage of generative AI tools to enhance workflow efficiency, with a willingness to learn effective prompting and evaluation practices.
• Ability to recognize opportunities where generative AI could enhance products, workflows, or customer experiences.

Additional information

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Pay and benefits

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.

USA, NY, New York - 88,000.00 - 154,000.00 USD annually

USA, TX, Austin - 80,000.00 - 140,000.00 USD annually