AmazonPosted 3mo ago

Customer Success Manager II, Strategic Account Services (SAS)

Customer Success Manager II, Strategic Account Services (SAS) at Amazon scores 36 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

CR, Virtualmidfull-time

AI in this role

Amazon's North American Seller Business is seeking a results-driven and analytically minded Customer Success Manager II to join our Time Bound Account Management (TBAM) team. In this role, you will engage with US 3P unmanaged sellers, driving measurable improvements through consultative engagement, data-driven recommendations, and cross-functional collaboration.

- You will identify growth opportunities, build trusted relationships with seller decision-makers, and deliver tailored strategies that optimize inventory health, inbound operations, and fulfillment performance.
- You will operate with a high degree of autonomy, managing a pipeline of both proactive outreach and strategic account management engagements across a 30-90 day engagement window.
- Ideal candidates possess 5+ years of successful enterprise-level sales, account management, or supply chain consulting experience, preferably in e-commerce, retail technology, logistics, or SaaS industries.
- Demonstrated success exceeding output targets using a consultative, solutions-focused approach is required. Experience coaching sellers or clients on operational improvements and upselling services into new markets is highly valued.
- Strong communication and presentation skills, advanced proficiency in Excel and data analysis tools, an ability to thrive in ambiguous and fast-paced environments, and a passion for continuous improvement through collaboration and teamwork are essential. A bachelor's degree is required.

Key job responsibilities
Customer Success Managers within the TBAM team operate autonomously while earning the trust of peers, leadership, and sellers. CSMs are expected to be highly motivated, data-driven, and deliver measurable results. Key responsibilities include:

- Seller Engagement: Proactively engage with existing Amazon 3P sellers identified through data-driven opportunity analysis. Initial outreach includes cold calling and email campaigns, progressing to a structured meeting cadence over a 30-90 day engagement window.
- Core Inputs Optimization: Develop and execute tailored strategies to optimize sellers' core inputs, including selection, pricing and promotions.
- Deal Sourcing & HVE Readiness: Source promotional deals for High-Value Events (e.g., Prime Day, PBDD) and ensure seller inventory readiness to maximize event performance.
- Cross-Functional Collaboration: Partner with internal teams to resolve seller friction points and unlock growth opportunities.
- Documentation & Reporting: Maintain accurate CRM records, log anecdotes using established frameworks, and contribute to team reporting and WBR metrics.

A day in the life
As a TBAM CSM II, your day balances proactive seller outreach, strategic account management, and internal deep dives. A typical day might include:

- Starting with a review of your seller portfolio dashboards to identify and prioritize seller management and outreach.
- Conducting 3-4 seller calls, ranging from initial cold outreach to mid-engagement strategy sessions.
- Collaborating with cross-functional partners.
- Logging anecdotes, updating Astro stages, and sending post-call recaps to keep your pipeline moving.
- Closing the day by prepping for tomorrow's calls using MCID briefings, Go-Get lists, and inventory readiness data.

You will balance speed and quality, managing a high volume of seller touchpoints while delivering consultative, domain-expert-level guidance.

About the team
TBAM is a ~40-person organization within North America Seller Business and Programs (NASBP), purpose-built to deliver specialized supply chain and category growth expertise to US 3P unmanaged sellers at scale. We're not a support team — we're a consultative sales and optimization engine that bridges the gap between self-service tools and paid Strategic Account Services.

Our culture rewards autonomy, intellectual curiosity, and a bias for action. We operate as domain experts who influence, coach, and guide seller behavior — and we're hiring people who want to raise that bar even further.

Basic qualifications

- Experience with strong project management skills and the ability to thrive in a fast-paced environment
- Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems
- Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products
- 4+ years of equivalent experience
- Pipeline management and forecasting
- English Proficiency

Preferred qualifications

- Experience with analytical, sales, and productivity tools including Oracle Business Intelligence, Salesforce, Microsoft Office Suites, Microsoft OneNote, and Microsoft SharePoint

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.