Sr. Manager, Enterprise Customer Success, Amazon Supply Chain Services

About the role

Amazon Freight, a key pillar within Amazon Supply Chain Services (ASCS), is looking for a Sr. Manager, Customer Success to lead a newly formed team of Customer Success Managers serving our enterprise customers.

Responsibilities

• Define the customer success strategy, operating model, KPIs, and playbooks that determine how your team identifies, escalates, and resolves customer problems at scale
• Own customer retention, operational input metrics, and customer satisfaction for enterprise accounts
• When problems emerge with individual customers, determine how to address them not just once but structurally across the entire customer base. Put more rigorous processes in place upstream to prevent issues from reaching customers in the future
• Own internal reporting and metrics in WBRs and MBRs, bridging out on performance metrics, cost inputs, and customer KPIs
• Lead customer QBRs and ensure enterprise accounts receive structured, consistent performance communication
• Escalate communication to customer executives: what's happening, what we're doing about it, and how we're tracking toward resolution
• Work across internal partner teams (sales, pricing, ops, network) to build standardization and repeatable approaches to delivering the right customer experience
• Inspect your team's work to ensure interventions are driving improvements. Test whether the current model is working, design allocation models of team members to accounts, and define the future path for team structure and headcount
• Influence customer operations to drive optimal inputs that lower our costs. Define what good looks like, measure it, and partner with customers to change how they operate
• Identify opportunities to share learnings, frameworks, and outcomes across other segments within the Amazon Supply Chain Services organization
• Lead a team of 6 Customer Success Managers (with room to scale)
• Hire, develop, and coach talent while building the team culture from the ground up

Qualifications

• Experience creating reports, interpreting metrics and driving overall insights or analysis
• Knowledge of supply chain management concepts - forecasting, planning, sourcing, optimization and logistics or equivalent
• 6+ years of people management and team development experience
• 10+ years of experience in customer success, account management, supply chain operations, or a related field in a B2B environment
• Experience managing relationships with enterprise customers across multiple levels of their organization, from frontline operations to senior leadership
• Demonstrated ability to build programs or functions from scratch in ambiguous environments
• Deep curiosity and willingness to dive into complex customer experience problems, including building measurement frameworks where data does not yet exist
• Proven ability to navigate ambiguity and create structure where little exists today