Amazon Freight, a key pillar within Amazon Supply Chain Services (ASCS), is looking for a Sr. Manager, Customer Success to lead a newly formed team of Customer Success Managers serving our enterprise customers. This leader will build and own the function responsible for being the single threaded relationship owner for operational points of contact across our largest accounts.
This is a builder role. The team was recently formed as part of an organizational investment in customer experience, and the playbooks, processes, and operating rhythms are yours to define. You will shape how we engage with enterprise customers post sale, how we drive retention through operational excellence, and how we create the connective tissue between our customers and the internal teams that serve them including sales, pricing, network performance, and operational execution. Very little of the infrastructure, tooling, or process exists today. The right candidate does not wait for direction or clarity to emerge. They create it.
Key job responsibilities
• Define the customer success strategy, operating model, KPIs, and playbooks that determine how your team identifies, escalates, and resolves customer problems at scale
• Own customer retention, operational input metrics, and customer satisfaction for enterprise accounts
• When problems emerge with individual customers, determine how to address them not just once but structurally across the entire customer base. Put more rigorous processes in place upstream to prevent issues from reaching customers in the future
• Own internal reporting and metrics in WBRs and MBRs, bridging out on performance metrics, cost inputs, and customer KPIs
• Lead customer QBRs and ensure enterprise accounts receive structured, consistent performance communication
• Own escalation communication to customer executives: what's happening, what we're doing about it, and how we're tracking toward resolution
• Work across internal partner teams (sales, pricing, ops, network) to build standardization and repeatable approaches to delivering the right customer experience
• Inspect your team's work to ensure interventions are driving improvements. Test whether the current model is working, design allocation models of team members to accounts, and define the future path for team structure and headcount
• 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
• Identify opportunities to share learnings, frameworks, and outcomes across other segments within the Amazon Supply Chain Services organization
• Lead a team of 6 Customer Success Managers (with room to scale). Hire, develop, and coach talent while building the team culture from the ground up
A day in the life
Your morning might start reviewing account health data to identify which customers need attention this week and inspecting your team's progress on active escalations. By midmorning you're on a call with a customer's VP of Transportation discussing performance trends from your latest QBR, then pivoting to an internal meeting where you're aligning your ops and pricing partners on a structural fix that keeps showing up across multiple accounts.
After lunch you're digging into a metric that doesn't look right on the surface, unpacking it multiple layers deep to find the actual root cause. You pull your team together to pressure test an idea for a new playbook that could prevent this class of issue from recurring. Later you're reviewing a CSM's account plan, coaching them on how to better influence a customer's frontline operations team, and closing the day by updating your WBR narrative on the impact your team delivered this week.
No two days look the same. You're moving between strategic planning, customer facing communication, team leadership, and deep analytical problem solving. You thrive in this variety and you don't need someone to tell you what to work on next.
About the team
Amazon Supply Chain Services (ASCS) is Amazon's externalization of the logistics and supply chain capabilities that power our own operations, making them available to shippers and businesses worldwide. Amazon Freight is a key pillar within ASCS, providing enterprise shippers with reliable, flexible truckload and intermodal freight solutions built on the same network infrastructure that moves Amazon's own goods.
The Enterprise Customer Success team is newly formed and sits within our commercial organization. Your team of Customer Success Managers serves as the single threaded relationship owners for our largest customers' operational points of contact, building trust from the guard shack to the boardroom. They influence how customers operate, monitor account health, drive escalation resolution, and ensure every shipper on our platform experiences the service level we committed to. As part of ASCS, this role offers unique opportunities to collaborate across modes, expand impact, and shape how Amazon's logistics capabilities are experienced by external customers at scale.
