Senior Customer Success Manager , Hardlines

DescriptionThis role can be located in one of our approved corporate offices in Seattle, WA.Drive measurable growth and vendor satisfaction for strategic partnerships on Amazon's retail platform. As a Senior Customer Success Manager, you'll independently manage strategic vendor relationships, develop data-driven plans that generate ROI, and collaborate across teams to clear blockers and deliver results - even when the path forward isn't fully defined.You'll own vendor outcomes that impact multiple team goals and may influence country- or region-level performance. This role combines independent problem-solving, cross-team collaboration, and customer advocacy. You'll navigate ambiguity, provide strategic recommendations to senior vendor contacts, and optimize processes that improve delivery for both vendors and customers. A core focus is driving vendor satisfaction - ensuring vendors feel supported, heard, and empowered to grow their business on Amazon. You'll also begin mentoring teammates and contributing to the development of others.Key job responsibilitiesManage strategic vendor relationships and develop long-term, data-driven business plans that drive adoption of growth-generating products and positive customer experienceProvide actionable recommendations to vendors that drive measurable ROI, clearing blockers and escalating appropriatelyCollaborate effectively across teams to deliver for vendors - influencing internal and external stakeholders, processes, and prioritiesOrganize, analyze, and surface vendor/customer feedback in the correct channels to ensure Amazon's decisions consider the Voice of the CustomerOptimize cross-team processes that improve project efficiency and team deliveryLead promotional planning and catalog optimization initiativesBegin mentoring peers and contributing to team developmentA day in the lifeReview performance metrics and present data-driven recommendations during vendor meetings with senior contactsNavigate ambiguous situations - identifying what's hindering vendor growth and developing solutions independentlyCollaborate with cross-functional teams (category managers, supply chain, marketing) to resolve operational challengesAdvocate for vendor needs by organizing feedback and sharing insights with leadershipGuide vendors on utilizing Amazon tools and systems effectivelyParticipate in strategic planning sessions and support continuous improvement initiativesShare knowledge with teammates and provide guidance to newer CSMsAbout the teamAmazon Vendor Services (AVS) is a paid suite of services designed to build long-term partnerships between Amazon and its vendors - making Amazon the retailer of choice. AVS pursues three core goals:Accelerate vendor growth on AmazonDrive higher vendor satisfaction with Amazon, fostering greater engagement and investmentBuild sustainable, efficient e-commerce partnerships between Amazon and vendorsAs a Senior Customer Success Manager, you serve as the hub of your vendor's interactions with Amazon. Vendors rely on their CSM as a first point of contact for troubleshooting, high-level analysis, and joint business planning. To deliver on these goals, we develop exclusive services and tools that accelerate vendor growth, provide preferred treatment in how vendors interact with us, and enable proactive management of their business.Basic Qualifications- Bachelor's degree- 4+ years of vendor or client-facing experience in Account Management, Vendor Management, and/or relevant experience in Buying, Planning, or Merchandising- Data analysis experience including manipulating large datasets from complex systems and interpreting results- Proficient in Excel and BI tools for use of data manipulation and interpretation- Experience managing relationships with senior stakeholders- Demonstrated ability to deliver independently in environments with some ambiguity- Excellent professional written and verbal communication skillsPreferred Qualifications- 5+ years of e-commerce or retail industry experience- Experience rapidly adapting to change and navigating undefined problems- Professional experience in Buying, Planning, or Merchandising- Background in process improvement - optimizing, simplifying, or eliminating inefficient processes- Advanced degree, certifications, or equivalent experience- Leverage internal AI tooling to drive efficiencies and expedite problem solvingAmazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.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.The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .USA, WA, SEATTLE - 82,700.00 - 140,000.00 USD annuallyUSA, WA, Seattle - 82,700.00 - 140,000.00 USD annually