Customer Success Manager, Amazon Key, Amazon Key

Imagine a world where home access is seamless secure and smart. Where deliveries happen without you being home and friends can drop by even when youre away. This isnt the future its happening now with Amazon Key and were looking for visionaries to help us expand this revolutionary technology across the EU.

Are you ready to be at the forefront of transforming how businesses embrace smart access technology Do you thrive on the excitement of turning signed contracts into thriving deployments and skeptical clients into passionate advocates If youre passionate about shaping customer success and driving adoption of innovative home security solutions we want you on our team!

Key job responsibilities
We are seeking an experienced self-motivated and passionate Customer Success Manager to own the critical journey from contract signature to full rollout for our most strategic EU clients. Youll be the vital bridge between Sales and Operations developing the Customer Success function from the ground up while managing complex onboarding programs across UK DE and EU markets. Youll craft customized rollout plans for enterprise clients design training and enablement programs and create repeatable mechanisms that scale impact. This role requires diving deep into customer needs to identify barriers to adoption establishing success metrics to measure customer satisfaction and deployment progress and addressing challenges through problem-solving and cross-functional coordination.

Success in this role requires ability to influence stakeholders and drive cross-functional alignment combined with a track record of managing complex programs that deliver measurable outcomes. Youll need strong relationship-building skills to become a trusted advisor to senior client stakeholders and the ability to gain buy-in from leadership through clear communication. The ideal candidate excels at building deep partnerships with external clients is comfortable with ambiguity and can balance competing priorities effectively while maintaining high standards for customer experience and operational excellence.

A day in the life
- Own strategic relationships with our largest property management and enterprise clients conducting regular business reviews and ensuring successful onboarding and ongoing enablement
- Lead cross-functional initiatives with Sales Install Operations Engineering and Product teams to deliver seamless customer experiences and drive adoption
- Develop the Customer Success function roadmap from scratch including playbooks engagement mechanisms and scalable EU processes
- Analyze deployment data and satisfaction metrics to identify adoption barriers conducting site visits and client meetings as needed
- Establish KPIs to measure customer success track rollout progress and communicate performance insights
- Champion customer voice by gaining support for customer-centric initiatives through compelling narratives and influencing leadership


About the team
The Amazon Key team sits within the Amazon Devices team alongside Ring and other Home Security teams. Key is a uniquely cross-functional team within Amazon and often serves as the connective tissue between Smart Home/Devices Logistics Operations and Retail/Shopping. We are the bridge between device management and physical services and our team indexes highly on ownership and collaboration. We have lots of stakeholders and we have relentlessly high standards for our high-visibility programs.

- Bachelors degree in Business Administration Finance Economics Computer Science Engineering or related field
- Experience defining refining and implementing sales processes procedures and policies or equivalent
- Experience with sales CRM tools such as Salesforce or similar software
- Proven ability to use GenAI tools to transform processes automate workflows and drive measurable efficiency gains
- Demonstrated success managing strategic vendor/partner relationships and driving operational transformation
- Demonstrated success navigating unclear requirements building new functions without established playbooks and making sound decisions with incomplete information

- Experience working within a high-growth technology company
- Background in smart home technology IoT property technology (PropTech) or building access control systems
- Ability to understand technical product configurations and translate complex technical concepts for non-technical audiences
- Fluency in German Italian Spanish or other European languages

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