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

Amazon's 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. We're 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 lifecycle—from 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. You'll leverage AI to develop prioritization frameworks, scoring models, and tracking mechanisms that allow you to manage a significantly larger seller portfolio while measuring what's working and iterating on what's 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, you'll operate within it—managing 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. You'll 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, you're fluent in data, and you can translate seller-level insights into marketplace-level strategy. A bachelor's degree is required.

Key job responsibilities
- Design a scalable 1-to-many engagement model—define 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 frameworks—create scoring models, tracking mechanisms, and evaluation tools that enable strategic prioritization across a large seller portfolio, measure engagement effectiveness in real time, and surface what's working versus what needs to change.

- Manage a large seller portfolio with strategic precision—operate within the engagement model you've 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 assets—identify 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 stakeholders—own the narrative on what's 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. You'll review engagement data and AI-driven scoring outputs to assess what's working across your scaled outreach, iterate on tools and frameworks you've developed, and prioritize where your time creates the most impact across your large seller portfolio. You'll conduct selective seller calls on complex supply chain or category topics that scaled outreach alone can't address—these are the moments where domain expertise and direct coaching drive seller action. Between engagements, you're identifying patterns, documenting what drives seller action versus what doesn't, and translating those insights into the engagement model and playbooks the broader team will leverage. You'll regularly drive strategy sessions with senior stakeholders across partner teams, presenting findings and shaping how scaled solutions are developed. You'll 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. You'll 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 behavior—and we're hiring people who want to raise that bar even further.

Basic Qualifications

- Bachelor's 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

Preferred Qualifications

- 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 https://amazon.jobs/en/benefits.

USA, AZ, Tempe - 110,500.00 - 193,500.00 USD annually
USA, WA, Seattle - 110,500.00 - 193,500.00 USD annually