Senior Customer Success Manager, Hardlines

About the role

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.

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
• 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

Requirements

• Bachelor's degree
• Experience working with and influencing senior level stakeholders
• Experience managing multiple projects, prioritizing, planning, and managing time