Customer Success Manager, Zappos
Amazon (AI roles) · New York, New York, USA
No salary listed. Estimated from 728 salary-disclosed Sales & GTM roles on this board: $160K–$271K (interquartile range; estimate, not the employer's figure).
Apply at Amazon (AI roles)Find your warm intro on LinkedInAbout the role
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. - 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
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. - 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
More like this
More Sales & GTM roles · All Amazon (AI roles) jobs
Is this your role?
Claim it free with your work email to see how it’s performing here: views, apply-clicks and saves from candidates browsing AI roles. You can also keep it up to date or mark it filled.
We create your account on first use. Only an email on the company’s own domain can claim a role.