Customer Success Manager, NA, RBS - SAS

Position Overview

As a Customer Success Manager (CSM) in the Strategic Account Services team for Retail Business Services, you will drive sustainable revenue growth by advising a portfolio of 15–20 Amazon Seller Partners. You will work closely with small and medium-sized businesses, leveraging data-driven insights and strategic planning to help sellers optimize their performance on the Amazon Marketplace. In this evolving role, you will take ownership of projects, collaborate with teams across the USA, and help shape the future of our program. Regular shift timing for this role is 4 PM to 1 AM IST.

Key Responsibilities

• Manage a portfolio of 15–20 Sellers to drive sustainable revenue growth by understanding marketplace programs, tools, and processes.
• Analyze customer data related to listings, selection, supply chain, advertising, and deals, and provide strategic recommendations to maximize seller potential.
• Implement and track metrics that record seller success and quality, using key performance indicators to uncover hidden opportunities.
• Identify, qualify, and engage with prospective Sellers for the Strategic Account Services program.
• Build and execute joint business plans that deliver on key business opportunities and relevant KPIs for both the sellers and Amazon.
• Conduct deep dive analyses on seller issues and publish data-driven recommendations and action plans to improve seller experience.
• Develop a thorough understanding of the Amazon Marketplace ecosystem and manage projects related to process improvements, tool and content development, competitive analysis, and sales analysis for newly launched Paid Services.
• Conduct regular business reviews (WBRs, MBRs) with sellers to highlight performance metrics and collaboratively build action plans.

Required Qualifications

• 2+ years of sales or account management experience.
• 2+ years of experience in digital advertising and client-facing roles.
• Proficiency in Excel.
• Experience analyzing data and applying best practices to assess performance drivers.

Preferred Qualifications

• Experience analyzing key open issues and resolution metrics for managed accounts.
• Experience in relationship management within technology, start-ups, or SaaS platforms.