Senior Customer Sucess Manager , Time Bound Account Management (TBAM)

Description

Amazon’s 3P Seller Business is one of the fastest-growing segments in e-commerce, and the Time Bound Account Management (TBAM) team is at the center of defining how that growth reaches unmanaged sellers. We’re looking for a Senior Customer Success Manager III who will drive seller outcomes across TBAM’s 155K+ US unmanaged seller population by combining exceptional discovery and seller intelligence with intentional, scalable engagement strategies. This role operates across two core pillars: deep seller understanding and scaled outreach.

You’ll manage a significant seller portfolio, conducting high-quality discovery conversations that surface the real challenges and opportunities within each seller’s business. You’ll extrapolate key themes across your pipeline to identify patterns, build seller intelligence that informs how the team prioritizes and targets, and use those insights to shape scalable engagement approaches. Equally, you’ll design and operate within scaled outreach mechanisms—leveraging AI tools and prioritization frameworks to drive coverage across a large population, test engagement strategies, and measure what moves sellers to action.

The combination of these two pillars is what makes this role unique: your discovery work generates the intelligence that makes scaled outreach effective, and your scaled outreach surfaces the signals that tell you where to go deep. You’ll continuously iterate between the two, feeding learnings into cross-functional roadmaps and shaping seller targeting logic across the broader TBAM organization and partner teams.

This role demands someone who leads with curiosity and seller advocacy, can navigate high ambiguity, deliver independently with limited guidance, and drive strategy with senior stakeholders across Amazon to drive outcomes that impact the US 3P store. You’ll drive organizational process improvements, develop scalable best practices, and represent the voice of the unmanaged seller in strategic planning forums.

You bring a customer-first mindset, you’re fluent in data, and you can translate seller-level insights into marketplace-level strategy. A bachelor’s degree is required.

Key job responsibilities
Lead discovery and seller intelligence across your portfolio—conduct high-quality discovery conversations that surface seller challenges, growth opportunities, and operational pain points. Extrapolate key themes across your pipeline to build a strategic picture of your population, identify what drives seller action, and generate insights that inform how the team prioritizes engagement across the broader unmanaged seller pool.
Drive scaled outreach with intentional use of AI and data—leverage scoring models, prioritization frameworks, and tracking mechanisms to execute engagement at scale across your portfolio. Test outreach approaches, measure effectiveness in real time, and iterate on what’s working versus what needs to change. Approach AI with intentionality, using it to accelerate your ability to reach and serve sellers while maintaining the human judgment that makes outreach effective.
Manage a large seller portfolio with strategic precision—balance high-touch engagements on complex supply chain, category, or business strategy topics where your domain expertise and coaching drive seller action with scaled mechanisms that maintain coverage across your broader population. Use discovery insights to inform where you go deep and scaled signals to identify where to investigate further.
Package learnings into scalable assets—identify patterns across your seller conversations and portfolio data, convert insights into repeatable playbooks and frameworks the broader TBAM team can adopt, and drive process improvements that eliminate friction and create predictable, repeatable paths for the organization.
Drive strategy with stakeholders—own the narrative on what’s working across both discovery and scaled engagement, present data-backed recommendations to senior leaders across multiple orgs, shape seller targeting logic across the 155K+ unmanaged seller pool, and represent the voice of the unmanaged seller in cross-functional forums.

A day in the life
As a CSM III, your day moves fluidly between deep seller engagement and scaled outreach. You might start by reviewing AI-driven scoring outputs and portfolio prioritization to plan your outreach strategy, then shift into seller conversations where you’re going deep on supply chain challenges, category opportunities, or growth blockers. These discovery calls are where you build trust, uncover the real issues, and coach sellers toward action. Between engagements, you’re analyzing patterns across your pipeline—what themes keep emerging, what’s driving seller action, and where your scaled approaches are gaining traction. You’ll use AI tools intentionally to track engagement effectiveness, surface emerging trends, and determine where to test new outreach strategies. You’ll regularly drive strategy sessions with senior stakeholders across partner teams, presenting findings from both your discovery work and scaled experiments to shape how the team approaches the unmanaged population. You’ll also drive process improvements that eliminate friction for the full TBAM team and prep strategic recommendations for leadership on what to test next.

About the team
As a member of TBAM, you will collaborate closely with our Supply Chain and Category teams as well as Strategic Account Services (SAS), driving FBA adoption, supply chain optimization, and category growth for US 3P unmanaged sellers. You’ll be part of a ~40-person TBAM organization that rewards autonomy, intellectual curiosity, and a bias for action. We operate as domain experts who influence, coach, and guide seller behavior—and we’re hiring people who want to raise that bar even further.

Basic Qualifications

- Bachelor’s degree or equivalent
- Experience communicating and presenting to senior leadership
- 7+ years of experience in customer success management, enterprise account management, sales strategy, or consultative client-facing roles
- Experience leveraging AI tools, automation, or data-driven workflows to scale customer engagement and drive business outcomes
- Demonstrated ability to operate across discovery-based engagement and scaled outreach models, with a focus on iterating based on data and seller insights
- Experience managing large client or seller portfolios requiring strategic prioritization and high-quality relationship management
- Proficiency in data analysis and comfort building narratives from data

Preferred Qualifications

- Experience identifying patterns across customer or seller conversations and translating qualitative insights into scalable strategies
- Familiarity with Amazon Seller Central, FBA operations, or 3P marketplace dynamics
- Experience using prioritization frameworks, scoring models, or tracking tools (SQL, QuickSight, Tableau, or similar) to manage portfolio coverage
- Track record of translating qualitative customer/seller insights into quantitative business cases that shape product or program roadmaps
- Experience partnering cross-functionally with product, engineering, or automation teams to inform how manual processes can be scaled
- Track record of identifying process inefficiencies, diagnosing root causes, and implementing scalable solutions

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