Customer Success Manager, Amazon Manufacturing Services
About the role
We're looking for a Customer Success Manager who will be the connective tissue between our team and the internal customers we serve. This person will own the full lifecycle of customer engagement — from intake and validation through delivery and follow-up — while proactively identifying new teams that could benefit from our prototyping, design, and engineering services.
Responsibilities
Own end-to-end relationships with internal customer teams — hardware engineers, operations, maintenance, safety, and cross-functional stakeholders
Manage incoming orders from intake through completion: tracking status, communicating updates, and ensuring a seamless customer experience
Review and validate orders for feasibility, checking specs and requirements before work begins
Educate customers on capabilities, timelines, and processes — meeting them where they are regardless of their manufacturing background
Proactively identify internal teams across Amazon that could benefit from our prototyping, design, and engineering services
Develop targeted engagement strategies — prioritizing the right teams and mechanisms
Promote team capabilities and drive internal awareness and adoption
Create and maintain marketing content including webpages, video, and other media to promote services at scale
Maintain internal documentation, update systems of record, and manage ticketing workflows
Identify the right metrics to measure customer health, adoption, and service delivery
Build reports and dashboards that drive visibility and accountability for leadership
Identify opportunities to improve customer-facing and internal workflows; implement changes and measure impact
Coordinate cross-functionally with engineers, designers, and shop floor teams to deliver holistic solutions
Gather and synthesize customer feedback to inform service direction
Leverage AI tools and automation to enhance customer interactions and streamline workflows
Create and maintain customer-facing documentation, FAQs, and self-service resources
Qualifications
Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment
Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
Experience in technical support, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
Experience using English communication skills, both written and verbal, to foster seamless interaction with stakeholders at all levels
Bachelor's degree in Business, Engineering, Communications, or related field (Associate's degree with strong relevant work experience also accepted)
Experience in web development for digital marketing, advertising, product management or equivalent
Experience analyzing data and creating reports for leadership
Experience with project/task management tools (e.g., Asana)
Demonstrated ability to manage multiple priorities and stakeholders simultaneously
Exposure to manufacturing processes (CNC machining, additive manufacturing, injection molding, etc.)
Experience with CRM and/or Manufacturing Execution Systems (MES)
Experience identifying and implementing workflow improvements that drove measurable efficiency gains
Experience building or improving customer onboarding programs
Basic proficiency in navigating computer aided design (CAD) tools (e.g., SolidWorks, Autodesk Inventor, Fusion 360)
Basic proficiency in interpreting 3D and 2D CAD files