Customer Success Manager, Amazon Manufacturing Services

Were looking for a Customer Success Manager who will be the connective tissue between our team and the internal customers we serve. This person will own the full lifecycle of customer engagement from intake and validation through delivery and follow-up while proactively identifying new teams that could benefit from our prototyping design and engineering services.
This is not a passive support role. Youll look around corners anticipate needs and find opportunities to grow our impact all while being thoughtful about where to focus. You are approachable resourceful and coachable: you know when to dig in independently and when to identify the right people to move things forward.
The ideal candidate is adaptable and resilient energized by ambiguity and shifting priorities rather than overwhelmed by them. You are a self-starter who finds the work without being told a strong communicator who tailors your message from engineers to leadership and a fast learner driven by genuine curiosity. Youre scrappy and action-oriented: you get things done even when its not your lane moving quickly to unblock customers and making smart decisions with incomplete information. You build trust across functions through consistent follow-through transparency and doing what you say youll do.
Success in this role means starting with the customers problem and working backwards to find the best solution their success is your success. You treat every interaction as if you own the outcome end-to-end stepping across boundaries rather than passing the buck. You go beyond surface-level symptoms digging into details to understand root causes. You proactively identify teams that should know about us and youre thoughtful about how you engage them. You build credibility through follow-through and never stop learning staying curious about your customers worlds new tools and better ways to deliver.


Key job responsibilities
Customer Engagement & Order Management
Own end-to-end relationships with internal customer teams hardware engineers operations maintenance safety and cross-functional stakeholders
Manage incoming orders from intake through completion: tracking status communicating updates and ensuring a seamless customer experience
Review and validate orders for feasibility checking specs and requirements before work begins
Educate customers on capabilities timelines and processes meeting them where they are regardless of their manufacturing background
Marketing & Strategic Outreach
Proactively identify internal teams across Amazon that could benefit from our prototyping design and engineering services
Develop targeted engagement strategies prioritizing the right teams and mechanisms
Promote team capabilities and drive internal awareness and adoption
Develop and maintain marketing content including webpages video and other media to promote services at scale
Operations Systems & Reporting
Maintain internal documentation update systems of record and manage ticketing workflows
Identify the right metrics to measure customer health adoption and service delivery
Build reports and dashboards that drive visibility and accountability for leadership
Continuous Improvement & Collaboration
Identify opportunities to improve customer-facing and internal workflows; implement changes and measure impact
Coordinate cross-functionally with engineers designers and shop floor teams to deliver holistic solutions
Gather and synthesize customer feedback to inform service direction
Leverage AI tools and automation to enhance customer interactions and streamline workflows
Create and maintain customer-facing documentation FAQs and self-service resources


About the team
We are Amazons internal prototyping and manufacturing team and we operate like a startup. Were dynamic fast-paced and continuously evolving to maximize business impact across fulfillment AWS satellite internet and devices.
We are customer obsessed with intention. Every action is questioned through the lens of impact. We build capabilities rapidly when we see clear value to Amazon and we move on just as quickly when the signal points elsewhere. Everyone rolls up their sleeves takes strong ownership and develops cross-functional fluency. We understand manufacturing we understand each others verticals and we speak from each others perspectives. This is a business by Amazon for Amazon delivering on the customer promise.

- Experience managing multiple projects and priorities across teams in a fast-paced deadline-driven environment
- Knowledge of Microsoft Office Suite (Excel Word SharePoint and PowerPoint)
- Experience in technical support or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience using English communication skills both written and verbal to foster seamless interaction with stakeholders at all levels
- Bachelors degree in Business Engineering Communications or related field (Associates degree with strong relevant work experience also accepted)
- 12 years of experience in customer success customer service or account management within a technical field preferably engineering or manufacturing
- Experience with project/task management tools (e.g. Asana)
- Demonstrated ability to manage multiple priorities and stakeholders simultaneously

- Experience in web development for digital marketing advertising product management or equivalent
- Experience analyzing data and creating reports for leadership
- 2 years of experience in customer success or account management particularly supporting technical teams in hardware or engineering environments
- Demonstrated ability to leverage AI tools to drive process improvement and improve productivity
- Exposure to manufacturing processes (CNC machining additive manufacturing injection molding etc.)
- Experience with CRM and/or Manufacturing Execution Systems (MES)
- Experience identifying and implementing workflow improvements that drove measurable efficiency gains
- Experience building or improving customer onboarding programs
- Basic proficiency in navigating computer aided design (CAD) tools (e.g. SolidWorks Autodesk Inventor Fusion 360)
- Basic proficiency in interpreting 3D and 2D CAD files

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

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