Senior Customer Success Manager, Strategic Account Services, Time Bound Account Management

Amazons 3P Seller Business is one of the fastest-growing segments in e-commerce and the Time Bound Account Management (TBAM) team is at the center of defining how that growth reaches unmanaged sellers. Were looking for a Senior Customer Success Manager III who will design build and validate a scalable 1-to-many engagement model that determines how TBAM reaches its 180K US unmanaged seller population without relying solely on direct CSM intervention.

This role owns the full lifecyclefrom designing the engagement model through experimentation and iteration to delivering a proven scalable framework ready for team-wide rollout. You will lead the strategic thinking on what the engagement model looks like determine what problems it solves identify what tools are needed and decide what requires human expertise versus what can be addressed through scaled coverage. Youll leverage AI to develop prioritization frameworks scoring models and tracking mechanisms that allow you to manage a significantly larger seller portfolio while measuring whats working and iterating on whats not. The output of your work is a tested measurable engagement model ready to roll out to a broader team.

Once the model is in motion youll operate within itmanaging a large seller book with strategic prioritization conducting selective high-touch engagements where human expertise is needed and continuously refining your approach based on data. Learnings within your portfolio will feed directly into cross-functional roadmaps and shape seller targeting logic across the broader TBAM organization and partner teams.

This role demands someone who can navigate high ambiguity deliver independently with limited guidance and drive strategy with senior stakeholders across Amazon to drive outcomes that impact the US 3P store. Youll drive organizational process improvements design scalable best practices and represent the voice of the unmanaged seller in strategic planning forums.

You bring a systems-thinking mindset youre fluent in data and you can translate seller-level insights into marketplace-level strategy. A bachelors degree is required.

Key job responsibilities
- Design a scalable 1-to-many engagement modeldefine the engagement structure determine what topics and initiatives require human expertise versus scaled coverage develop the tools to execute and track it and validate through experimentation and iteration until the model is ready for team-wide rollout.

- Develop AI-driven tools and prioritization frameworkscreate scoring models tracking mechanisms and evaluation tools that enable strategic prioritization across a large seller portfolio measure engagement effectiveness in real time and surface whats working versus what needs to change.

- Manage a large seller portfolio with strategic precisionoperate within the engagement model youve designed conducting selective high-touch outreach where human expertise is the unlock while leveraging scaled mechanisms for broader coverage. Test engagement approaches analyze results and iterate to identify which formats channels and strategies move sellers to action.

- Package learnings into scalable assetsidentify patterns across your portfolio convert insights into repeatable playbooks and frameworks the broader TBAM team can adopt and drive process improvements that eliminate friction and create predictable repeatable paths for the organization.
- Drive strategy with stakeholdersown the narrative on whats working present data-backed recommendations to senior leaders across multiple orgs shape seller targeting logic across the 180K unmanaged seller pool and represent the voice of the unmanaged seller in cross-functional forums.

A day in the life
As a CSM III your day balances building and operating. Youll review engagement data and AI-driven scoring outputs to assess whats working across your scaled outreach iterate on tools and frameworks youve developed and prioritize where your time creates the most impact across your large seller portfolio. Youll conduct selective seller calls on complex supply chain or category topics that scaled outreach alone cant addressthese are the moments where domain expertise and direct coaching drive seller action. Between engagements youre identifying patterns documenting what drives seller action versus what doesnt and translating those insights into the engagement model and playbooks the broader team will leverage. Youll regularly drive strategy sessions with senior stakeholders across partner teams presenting findings and shaping how scaled solutions are developed. Youll also drive process improvements that eliminate friction for the full TBAM team and prep strategic recommendations for leadership on what to test next.



About the team
As a member of TBAM you will collaborate closely with our Supply Chain and Category teams as well as Strategic Account Services (SAS) driving FBA adoption supply chain optimization and category growth for US 3P unmanaged sellers. Youll be part of a 40-person TBAM organization that rewards autonomy intellectual curiosity and a bias for action. We operate as domain experts who influence coach and guide seller behaviorand were hiring people who want to raise that bar even further.

- Bachelors degree or equivalent
- Experience communicating and presenting to senior leadership
- 7 years of experience in enterprise account management sales strategy supply chain consulting or program management
- Experience building AI-driven tools workflows or automation that drive business outcomes
- Demonstrated ability to design test and iterate on engagement or outreach models at scale
- Experience managing large client or seller portfolios requiring strategic prioritization
- Proficiency in data analysis and comfort building narratives from data

- Experience leading and influencing the data strategy of your team or organization
- Familiarity with Amazon Seller Central FBA operations or 3P marketplace dynamics
- Experience building prioritization frameworks scoring models or tracking tools (SQL QuickSight Tableau or similar)
- Track record of translating qualitative customer/seller insights into quantitative business cases that shape product or program roadmaps
- Experience partnering cross-functionally with product engineering or automation teams to scale manual processes
- Track record of identifying process inefficiencies diagnosing root causes and implementing scalable solution

Amazon 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 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 AZ Tempe - 110500.00 - 193500.00 USD annually
USA WA Seattle - 110500.00 - 193500.00 USD annually