Customer Success Manager, Zappos FBA

Amazon.com, Inc.•New York, NY

52d

About The Position

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.

Requirements

2+ years of merchandising or planogram, or 3+ years of customer-facing environment experience
Bachelor's degree or above
Experience exceeding sales targets using a consultative, solutions-focused approach or equivalent
Experience building and growing relationships with internal and external partners
Experience analyzing data to make business decisions
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company
Experience communicating and delivering presentations to customers, stakeholders, and/or teammates
Experience working in a fast-paced environment similar to a high-tech start-up

Nice To Haves

Experience using analytical, marketing, and productivity tools including Oracle Business Intelligence, Salesforce or other CRM tools, Microsoft OneNote and Microsoft SharePoint

Responsibilities

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.