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 Freight's 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 don't 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: what's happening, what we're doing about it, and how we're 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 customer's facilities and digging into its cause. By midmorning you're briefing a customer's 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 team's 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 Freight's 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 don't, we coordinate the teams that fix it.
