Customer Success Manager, Amazon

• Experience: 2+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, sales experience and growing customer relationships
• Bachelor's degree or equivalent relevant experience
• Goal Attainment: Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products
• Relationship Development Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through
• Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions
• Demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment
• Communication and presentation skills
• Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm

Desirable

• As a Customer Success Manager, you’ll help grow footwear brands for Zappos on Amazon. You’ll manage brand relationships, develop business plans, and drive data-backed decisions that improves the customer experience
• This role blends day-to-day seller management with program-building, giving you the chance to shape how Zappos partners with footwear brands at scale on Amazon
• You’ll work across onboarding, ongoing brand support, and program process development from reporting and advertising planning to catalog optimization and operational improvements
• You’ll also manage vendor brand stores and A+ content, ensuring design and seasonal updates are optimized to convert customers and deliver a premium brand experience
• The role is hands-on, cross-functional, and highly visible, with direct impact on how Zappos delivers for both customers and brand partners
• Own brand relationships within the Zappos Preferred Partnership Program (PPP), ensuring a consistent and high-quality experience
• Develop and execute business plans that drive selection growth, operational excellence, and improved customer outcomes
• Analyze performance data (sales, FO%, ROAS, in-stock rates) to identify risks, uncover opportunities, and recommend actions
• Support promotional and advertising initiatives in partnership with internal HVE lead and Zappos’ multimillion-dollar Sponsored Ads investment
• Manage assigned vendor brand stores on Amazon, including design and A+ Content optimization based on seasonality and conversion performance
• Collaborate with internal teams (buying, planning, ads, operations) to resolve issues and scale mechanisms
• Lead onboarding activities for new brand partners and support continuity for existing partners through reporting, communication, and process improvements
• Deliver weekly and monthly reporting packages that track performance, inform business reviews, and highlight growth opportunities
• Contribute to continuous improvement initiatives that make PPP scalable and repeatable
• A day in the life
• Review brand performance metrics and prepare insights for brand meetings
• Partner with cross-functional teams to resolve catalog, inventory, or promotional challenges
• Work directly with brands to improve catalog setup, advertising efficiency, brand store design, and A+ Content
• Optimize seasonal brand store updates to improve discoverability and conversion
• Participate in program development initiatives, including reporting automation and onboarding playbooks
• Support program leadership in preparing content for business reviews and growth planning
• The Zappos Preferred Partnership Program (PPP) is a new initiative designed to build deeper, more consistent relationships with footwear brands on Amazon. Our mission is to create a bar-raising partner experience that drives growth for brands while delivering a best-in-class shopping experience for customers
• We are a small, entrepreneurial team working on a high-visibility program with high impact. The work is dynamic, balancing operational excellence with strategic brand development. Team members lean into cross-functional collaboration, problem solving, and innovation to scale mechanisms that will shape the future of Zappos on Amazon