Customer Success Manager, Zappos

This role is for a Customer Success Manager (CSM) on the Zappos FBA Preferred Partnerships team. The position is a new headcount designed to serve as a dedicated strategic growth partner for assigned footwear brands within our Preferred Partnership Program (PPP).

The CSM will operate as the primary relationship owner and trusted advisor for their brand portfolio, personally engaging with vendor stakeholders to develop trust, influence strategic decisions, and align brand goals with Amazon growth opportunities. This role requires navigating complex multi-stakeholder environments, influencing without authority across internal teams (Buying & Planning, Supply Chain, Advertising), and building durable partnerships through consistent personal engagement, transparent communication, and accountable follow-through.

This role is highly visible and requires a balance of tactical execution and strategic relationship management. Success in this role means earning the trust of brand partners through reliable personal engagement, driving selection growth through coordinated investment, and strengthening the scalability of the PPP through accountable partnership ownership.

Key job responsibilities
Partnership Ownership & Relationship Management: Serve as the dedicated point of contact for assigned footwear brands, building trusted advisory relationships through regular touchpoints, proactive communication, and responsive issue resolution. Engage with brand stakeholders to understand their business objectives and translate them into actionable growth strategies. Maintain defined response SLAs and conduct quarterly Partnership Health Reviews.

Strategic Growth & Business Planning: Develop Joint Business Plans with buyers and vendors to align growth priorities and partnership commitments. Create one-page Brand Growth Briefs covering demand signals, whitespace opportunities, and exclusivity strategies. Attend market appointments to influence buy depth and surface growth opportunities with brand decision-makers.

Demand Acceleration & Investment Coordination: Coordinate Sponsored Ads, merchandising, promotions, and catalog optimization to drive traffic, conversion, and organic rank growth. Manage deal mechanics and identify cost-engineered opportunities for event eligibility.

Controlled Distribution & Customer Experience: Monitor seller fragmentation, Featured Offer ownership, and pricing consistency. Coordinate Brand Store, A+ Content, and catalog updates to improve listing quality and customer trust.

Reporting & Operational Excellence: Deliver monthly Brand Exposure Reports and weekly business recaps. Build scalable reporting and process improvements to support program growth.

A day in the life
Your day might start reviewing Featured Offer trends and seller fragmentation for a Priority Partner, then shift to coordinating a Sponsored Ads campaign launch with the media team. Mid-morning, you're on a call with a brand stakeholder discussing their quarterly growth plan. After lunch, you're preparing a one-page exclusivity brief for an upcoming market appointment, then submitting deal mechanics for a high-velocity event. You close the day delivering a vendor digest and flagging pricing risks to the buying team. No two days look the same, but every day connects brand strategy to measurable Amazon outcomes.

About the team
The Preferred Partnerships Program (PPP) is a growth and distribution management team within Zappos FBA team. We serve as strategic partners to premium footwear brands, helping them grow on Amazon through controlled distribution, coordinated advertising investment, and accountable ownership. Our Customer Success Managers work alongside Buying & Planning to accelerate demand, expand exclusivity, optimize Featured Offer performance, and improve the customer experience. We manage a tiered portfolio of Priority, Growth, and Emerging partners, scaling investment and support based on each brand's strategic value and commitment level.

Basic Qualifications

- Bachelor's degree or equivalent
- 2+ years in a client-facing role within Customer Success, Account Management, Buying, Merchandising, or Strategic Partnerships owning external client/vendor relationships
- Proven ability to build trusted advisory relationships with external stakeholders
- Track record driving measurable partner outcomes (revenue growth, operational improvements, or adoption)
- Experience collaborating with cross-functional teams to drive partner or business outcomes
- Experience presenting data-backed business reviews to stakeholders
- Strong written and verbal communication skills

Preferred Qualifications

- Experience leading partner onboarding and coordinating operational workstreams (e.g., logistics, catalog, supply chain)
- Experience influencing without direct authority across cross-functional teams
- Experience in e-commerce, retail, footwear/apparel, or management consulting
- Comfort operating in ambiguous, fast-paced environments with evolving priorities
- Familiarity with CRM tools (e.g., Salesforce), advanced Excel, and tiered service models
- Usage of generative AI tools to enhance workflow efficiency, with a willingness to learn effective prompting and evaluation practices
- Ability to recognize opportunities where generative AI could enhance products, workflows, or customer experiences

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, NY, New York - 66,300.00 - 112,000.00 USD annually