Manager, Customer Success, US Shoes Category

Do you thrive on guiding motivating developing and managing teams to make long-term strategic impacts on customers and businesses

As a Manager Customer Success with Fashion & Fitness-Amazon Vendor Services (F2-AVS) you will lead a team of Customer Success Managers responsible for influencing growth across the businesses of Amazons top vendor partners while improving end-customer experience. You will guide your team in their work with vendors using data processes mechanisms and interpersonal skills. You will help Customer Success Managers identify and execute new selection merchandising and operational improvements. You will own your teams business growth employee lifecycle and team culture.

The Fashion & Fitness-Amazon Vendor Services (F2 AVS) Team works with Vendors who sell products in Apparel Shoes Luggage Sunglasses Jewelry Watches Sports and Outdoors categories.

Our goals include providing the best vendor experience a rewarding Customer Success Manager experience and ultimately to enhance the experience of our end customers. Your team will innovate continuously improve learn and grow for the benefit of both vendors and Amazons millions of customers.


Key job responsibilities
Lead a team of Customer Success Managers.
Lead employee lifecycle including interviewing onboarding training performance management and career development.
Set and manage end-to-end goals for your team in alignment with organizational goals.
Cultivate a team culture that optimizes for employee satisfaction while achieving goals.
Meet with vendors to understand concerns double down on wins and provide strategic oversight.
Partner with Customer Success Managers & internal stakeholders to develop joint vendor business plans.
Identify action and/or advise on how to improve business metrics that drive growth and improve customer experience.
Forecast and drive growth for Vendor enrollments.
Support CSM to ensure timely accurate and professional operational support to vendors.
Identify solve and scale process improvements across the team and organization.
Act as a point of escalation for issues questions and concerns.
Monitor & analyze vendor feedback to improve vendor experience.
Act as a thought leader to define success criteria and business needs of vendors .
Contribute to and lead creation of strategic plans and documents for the organization.
Contribute to operational planning to drive scalable solutions across the organization.
Partner with internal stakeholders such as vendor management merchant technology and global account management teams aligning programs and initiatives to drive growth.


Bachelors Degree 6 years of relevant professional experience
Experience developing and managing a high-performing team
Experience managing teams to achieve goals and drive employee engagement
Relationship management experience
Negotiation experience
Experience developing and implementing strategies
Experience influencing stakeholders
Proficient in Excel
Strong time management prioritization and problem-solving skills
Strong written and verbal communication skills
Experience rapidly adapting to change and dealing with ambiguity

MBA 10 years of experience in account management sales marketing buying customer service or consulting
10 years in related industries such as retail hospitality technology consumer electronics home goods recreational goods scientific products industrial products or telecom
Experience managing dynamic account portfolios
Experience with analytical & productivity tools including or similar to: Tableau Salesforce Microsoft OneNote SharePoint and Oracle Business Intelligence
E-commerce experience
Data analysis experience
Proven ability to learn tools and processes then effectively use them to provide service
Manage multiple projects and priorities in a fast-pace deadline-focused environment
Proven track-record of taking ownership and driving results
Strong attention to detail
Comfortable working in a diverse group and contributing to an inclusive culture

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $109300/year in our lowest geographic market up to $233800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.