Customer Success Manager, Zappos

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.

…