Sr. Customer Success Manager, ESM

Amazon is hiring a Sr. Customer Success Manager, ESM in Shanghai, China. Level rates it ; you can apply on Amazon.

Level's read on this job

On Level's scale, this customer service role is Little AI ●○○○: aI is not part of the work.
The posting mentions program management, cross functional leadership and strategic planning among its tools and skills.
Level classes it as a senior role.
Amazon has 20,000+ other open roles on Level.

AI in this role

Drive complex, cross-functional customer success programs and scale seller management initiatives for Amazon Global Selling.

program-managementcross-functional-leadershipstrategic-planningcustomer-success

Amazon Global Selling is a key initiative to achieve our vision to offer customers Earth’s largest selection. We provide businesses the opportunity to sell their goods on the Amazon platform worldwide. Each year, tens of thousands of businesses join our Marketplace in 10 countries, adding millions of new products.

Amazon's Asia Global Selling Existing Seller Management (ESM) team is seeking a Senior Customer Success Manager who can quickly learn, adapt, and build trust with diverse stakeholders in a fast-paced and evolving environment.

In this role, you will own and drive complex, cross-functional programs to improve efficiency, productivity, scalability, and overall business impact. You will work closely with multiple stakeholders and business teams, managing and advancing several initiatives simultaneously, ensuring strong alignment and consistent delivery of results.

You will be responsible for both defining and executing initiatives end-to-end — from identifying opportunities, framing problems, and designing solutions from the ground up, to driving execution and delivering measurable outcomes. The role requires strong program management capabilities, with the ability to operate effectively in ambiguous environments, prioritize effectively, and continuously simplify complex problems.

The ideal candidate combines strategic thinking with hands-on execution. You are able to step back to identify big-picture opportunities, while also diving deep to drive day-to-day progress. You demonstrate strong ownership, excellent communication skills, and the ability to influence stakeholders across different functions and levels.

We are also looking for someone who is curious about emerging technologies, especially AI, and is motivated to explore how new tools and capabilities can be leveraged to improve efficiency and scale impact.

Key job responsibilities
- Own and drive high-impact programs from strategy through execution, delivering measurable business outcomes.
- Lead end-to-end program management, including planning, prioritization, execution tracking, and risk resolution across multiple initiatives.
- Identify opportunities and define problems in ambiguous environments; design and launch scalable solutions from 0 to 1.
- Influence stakeholders and drive alignment across teams to ensure effective execution and decision-making.
- Combine strategic thinking with hands-on execution by identifying high-impact opportunities and diving deep to deliver results.
- Communicate complex ideas and insights in a clear, concise, and actionable manner to diverse audiences.
- Leverage data and emerging tools (e.g., AI) to solve problems, improve processes, and scale impact.

Basic qualifications

- 5+ years of experience in program management, consulting, strategy, or related roles in a fast-paced environment.
- Proven ability to lead and deliver multiple cross-functional programs, driving alignment and execution across diverse stakeholders.
- Strong strategic thinking and problem-solving skills, with the ability to operate effectively in ambiguous environments and independently drive initiatives from concept to execution.
- Excellent communication skills, with the ability to convey complex ideas clearly and influence stakeholders across different levels.

Preferred qualifications

- Experience within e-commerce or Retail fields

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.

How we rate this

Sr. Customer Success Manager, ESM at Amazon rates 20 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Sr. Customer Success Manager, ESM is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in CN, 31, Shanghai.
The job was posted on July 10, 2026.
Seniority: senior.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Program ManagementCross Functional LeadershipStrategic PlanningCustomer Success

Also common in customer service jobs at this level

AI agents SQL AWS Generative AI Azure Python

Pay

Typical customer service job: $98k

This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs

Questions you could be asked

Tell me about a project where program management was part of your work. What did you do?
Tell me about a project where cross functional leadership was part of your work. What did you do?
Tell me about a project where strategic planning was part of your work. What did you do?
Tell me about a project where customer success was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Program Management, Cross Functional Leadership, Strategic Planning, and Customer Success. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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