Role Description Amazon's North American Seller Business is seeking a results-driven and analytically minded Customer Success Manager II to join our Time Bound Account Management (TBAM) team. In this role, you will engage with US 3P unmanaged sellers, driving measurable improvements through consultative engagement, data-driven recommendations, and cross-functional collaboration. - Identify growth opportunities, build trusted relationships with seller decision-makers, and deliver tailored strategies that optimize inventory health, inbound operations, and fulfillment performance. - Operate with a high degree of autonomy, managing a pipeline of both proactive outreach and strategic account management engagements across a 30-90 day engagement window. - Engage with existing Amazon 3P sellers identified through data-driven opportunity analysis. - Develop and execute tailored strategies to optimize sellers' core inputs, including selection, pricing, and promotions. - Source promotional deals for High-Value Events (e.g., Prime Day, PBDD) and ensure seller inventory readiness to maximize event performance. - Partner with internal teams to resolve seller friction points and unlock growth opportunities. - Maintain accurate CRM records, log anecdotes using established frameworks, and contribute to team reporting and WBR metrics. Qualifications - 5+ years of successful enterprise-level sales, account management, or supply chain consulting experience, preferably in e-commerce, retail technology, logistics, or SaaS industries. - Demonstrated success exceeding output targets using a consultative, solutions-focused approach. - Experience coaching sellers or clients on operational improvements and upselling services into new markets. - Strong communication and presentation skills. - Advanced proficiency in Excel and data analysis tools. - A bachelor's degree is required. Requirements - Experience with strong project management skills and the ability to thrive in a fast-paced environment. - Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems. - Experience building customer relationships, identifying business opportunities for clients, and increasing adoption and utilization of company products. - 4+ years of equivalent experience. - Pipeline management and forecasting. - English Proficiency. - Experience with analytical, sales, and productivity tools including Oracle Business Intelligence, Salesforce, Microsoft Office Suites, Microsoft OneNote, and Microsoft SharePoint. Benefits - Our inclusive culture empowers Amazonians to deliver the best results for our customers. - Support for workplace accommodations or adjustments during the application and hiring process.

• Develop the Customer Success strategy and scale the team • Lead a growing team across four SaaS solutions in e-commerce • Responsible for operational management and ensuring efficient processes • Integrate newly acquired companies as part of acquisitions • Responsible for cross-functional projects and change initiatives

• Lead the immediate recruitment, onboarding, and mentoring of new CSMs • Set the standard for enterprise customer success management • Oversee customer health, technical adoption, and product utilization across our largest AMER enterprise accounts • Ensure CSMs are effectively identifying future expansion opportunities • Partner closely with Sales, Sales Engineering and Support leadership to align customer health data • Own the aggregate feedback loop for CS-managed Americas Enterprise customers

• Manage customer churn by identifying key drivers and implementing strategies to reduce attrition rates • Develop and execute marketing campaigns across various channels (email, SMS, WhatsApp) to drive customer engagement and retention • Collaborate with cross-functional teams (Product Development, Operations) to identify areas for improvement in the customer life cycle management process • Analyze data from multiple sources (CRM systems, Google Analytics) to measure campaign effectiveness and optimize future initiatives • Design and maintain dashboards using Tableau or Power BI to track key performance indicators (KPIs) **Customer Success & Retention** • Manage customer churn by identifying key drivers and implementing strategies to reduce attrition rates • Proactively identify at-risk accounts and implement retention strategies • Monitor client health and engagement levels. • Address concerns and objections before they lead to cancellations • Develop recovery plans for underperforming campaigns • Maintain high client satisfaction and retention rates **Client Relationship Management** • Build and maintain strong relationships with Australian business owners and key decision makers • Act as the strategic advisor for assigned client accounts • Conduct regular strategy sessions and performance reviews • Understand each client's business goals, challenges and growth objectives • Ensure clients receive exceptional communication and support **Marketing & Engagement** • Develop and execute customer engagement campaigns across Email, SMS and WhatsApp • Drive customer engagement, retention and account growth initiatives • Work with internal stakeholders to improve the customer journey and overall client experience **Account Growth** • Identify upsell and cross-sell opportunities. • Recommend additional services where appropriate • Assist clients in scaling their marketing and business growth initiatives • Increase customer lifetime value through strategic account management **Service Delivery Coordination** • Work closely with SEO, Paid Advertising, Website Development, Design, Content and Technical teams • Ensure deliverables are completed accurately and on time • Escalate service delivery concerns where required • Maintain accountability across departments for client outcomes