Senior Customer Success Manager, US Consumer Broadband Funding Programs, Amazon Leo - US Consumer

Skills

• Deep experience managing complex, multi-stakeholder programs in telecommunications or public sector environments
• Proven ability to navigate ambiguity, build trust with government partners, and align cross-functional teams around shared goals
• Strong analytical skills with experience using data to drive customer success plans and measure program outcomes

About the role

The Senior Customer Success Manager will lead consumer broadband funding programs, with a primary focus on the Broadband Equity, Access, and Deployment (BEAD) program. This role involves serving as the primary relationship owner for State Broadband Offices across the US, ensuring Amazon Leo's commitments are met, customers are set up for success, and program outcomes drive measurable impact for unserved and underserved communities.

Responsibilities

• Serve as the primary point of contact for state broadband offices, managing ongoing program execution, milestone tracking, and issue resolution to ensure Amazon Leo is a trusted and responsive partner throughout the program lifecycle.
• Own the end-to-end program delivery motion for consumer broadband funding broadband programs — from onboarding and deployment planning through compliance reporting, performance reviews, and long-term program health.
• Develop and maintain data-driven customer success plans that align state partner goals with Amazon Leo’s deployment capabilities, identifying risks early and driving timely resolution across internal and external stakeholders.
• Lead cross-functional coordination across Public Policy, Legal, Finance, Technical Operations, and Compliance, to ensure customer commitments are met and program obligations are fulfilled on schedule.
• Build scalable mechanisms for tracking customer health, program status, and contract milestones across a portfolio of state partnerships, providing clear visibility to senior leadership on progress, blockers, and outcomes.
• Serve as the voice of the customer internally — synthesizing feedback from broadband offices, surfacing systemic issues, and driving changes to processes, tools, and products that improve the customer experience at scale.
• Prepare concise program updates, performance readouts, and decision memos for senior leadership, translating complex program dynamics into clear recommendations and tradeoff analyses.
• Track policy, regulatory, and competitive developments in the consumer broadband funding landscape in coordination with Public Policy, translating operational implications into strategy and engagement plans.
• Actively mentor peers and contribute to the development of the broader Amazon Leo team.

Qualifications

• Experience managing executive customer relationships and key business stakeholders
• 6+ years of experience in customer success, account management, or program management, preferably in telecommunications, technology, or public sector environments
• 3+ years of working directly with government officials and regulatory bodies
• Master's degree in Business Administration or a related field

Benefits

Amazon offers comprehensive benefits including health insurance, retirement plans, paid time off, and parental leave. For more information, visit here.