Enterprise Customer Success Manager, Amazon Freight Customer Success

Amazon Freight a key pillar within Amazon Supply Chain Services (ASCS) is looking for a Customer Success Manager to join our Enterprise Customer Success team. This is a customer facing relationship management role within our commercial organization. You will serve as the primary operational partner for Amazon Freights largest enterprise shippers owning the customer relationship identifying systemic issues that impact their experience and coordinating cross functional teams to drive resolution.

Key job responsibilities
Own the enterprise customer operational relationship across all freight modes (TL IMDL LTL) serving as the single threaded point of contact for your accounts operational points of contact
Identify systemic operational defects impacting your accounts using performance dashboards and customer feedback. Quantify the problem in dollars loads and retention risk
Coordinate cross functional teams to resolution: gather customer insights understand requirements bring the right internal teams together align on the path forward and ensure we deliver. You dont solve problems alone but you own making sure they get solved
Own the customer facing performance narrative. Lead Quarterly Business Reviews produce recovery plans during performance degradation and proactively communicate progress on open issues with timelines and measurable targets
Own escalation communication to customer executives when something goes wrong: whats happening what were doing about it and how were tracking toward resolution
Own internal reporting including MBRs account bridges and leading inspection mechanisms for your accounts. Report out on performance metrics cost inputs and customer KPIs
Influence customer operations to drive optimal inputs that lower our costs. Define what good looks like measure it and partner with customers to change how they operate
Activate structured recovery programs before the customer escalates

A day in the life
Your day starts with account health dashboards spotting a detention-charge trend at one customers facilities and digging into its cause. By midmorning youre briefing a customers regional transportation director on performance then rallying ops and pricing partners on a structural issue hitting multiple facilities. After lunch you build your MBR narrative quantifying your teams impact and open items. Later you lead a working session with operations and product on a fix to prevent recurring defects then close by updating a customer VP on a two-week escalation showing progress against committed targets.

About the team
The Enterprise Customer Success team is newly formed within Amazon Freights commercial organization. This team serves as the single threaded relationship owner for our largest customers operational points of contact. We exist to ensure that every enterprise shipper on our platform experiences the service level we committed to and when they dont we coordinate the teams that fix it.

- Experience positioning and selling innovative solutions to new and existing customers and market segments
- Experience with sales CRM tools such as Salesforce or similar software

- Experience in multi modal freight (truckload intermodal LTL) with understanding of shipper pain points across modes
- Background in program management or consulting where youve driven change across organizational boundaries
- Familiarity with root cause analysis frameworks and continuous improvement methodologies
- Experience with enterprise customer success models (health scoring tiered engagement churn prediction)
- Supply chain expertise with the ability to understand and quantify operational inputs and their cost implications
- MBA or equivalent experience

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.

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 CA Santa Monica - 113100.00 - 160000.00 USD annually
USA IL Chicago - 113100.00 - 160000.00 USD annually
USA WA Bellevue - 113100.00 - 160000.00 USD annually