Senior Customer Success Manager – Amazon – Toronto, ON

Based out of Toronto, Ontario, this Senior Customer Success Manager role sits within Amazon Canada’s Strategic Account Services (SAS) Core organization — a team dedicated to driving growth for some of the largest Sellers on the Amazon Canada Store. If you thrive on strategic thinking, data-driven decision-making, and building meaningful relationships with enterprise clients, this is a role worth exploring.

At its core, this position is about being a trusted growth partner for top-tier Sellers. You’ll develop and execute joint business plans, uncover opportunities in selection, merchandising, traffic, and conversion, and drive operational improvements — all while advocating internally for the Seller experience.

About the Role: Senior Customer Success Manager

As a Senior CSM within the Canadian Strategic Account Services team, you’ll own a portfolio of high-value Sellers, working backwards from their goals to design and deliver tailored strategies. Your day-to-day involves analyzing performance trends, identifying growth levers, and building compelling value propositions that help Sellers succeed on the platform. This is a consultative, high-ownership role with direct impact on some of Amazon Canada’s most significant commercial relationships.

You’ll also contribute to program process excellence — improving team workflows, surfacing product and feature recommendations based on Seller feedback, and acting as the Voice of the Seller internally. Collaboration is key here: you’ll work across partner teams to resolve issues quickly and ensure Sellers receive an exceptional experience throughout.

Benefits and Salary

Amazon offers a comprehensive total compensation package that includes competitive pay, health and dental benefits, and a range of employee programs. While the specific salary for this role isn’t listed in the posting, Amazon is known for offering strong compensation packages for senior-level roles, including performance-based incentives. Additional details will be shared during the hiring process.

Responsibilities

This role spans three core pillars: Business Growth, Seller Relationship Management, and Program Process Excellence. As a Senior Customer Success Manager, you’ll be expected to think strategically, act decisively, and communicate clearly across all levels of the organization.

• Develop and execute strategic joint business plans with assigned Sellers, identifying new opportunities in selection, merchandising, traffic, and conversion
• Analyze data and trends across your portfolio to uncover long-term growth opportunities and inform recommendations
• Act as a strategic advisor to Sellers, crafting tailored solutions and presenting compelling value propositions through a consultative approach
• Build and maintain trusted working relationships with Sellers, delivering timely, accurate, and professional operational support within defined SLAs
• Educate Sellers on Amazon tools, policies, products, and programs to drive incremental growth and ensure they stay current on opportunities
• Serve as the Voice of the Seller internally — using data and anecdotes to drive prioritization and advocate for improvements at the root cause level
• Improve team efficiency by contributing to the design of tools, SOPs, and processes within Seller Services
• Own project communications, providing clear and concise updates to leadership and managing escalations as needed

Requirements / Skills

The ideal candidate brings a blend of analytical rigour, relationship management expertise, and a strong bias for ownership. Amazon is looking for someone who’s comfortable navigating ambiguity, managing multiple priorities, and delivering results in a complex, fast-paced environment.

• 5+ years of professional experience in Buying, Merchandising, Planning, Customer Success, Account Management, Management Consulting, or a related field
• Bachelor’s degree required; MBA or equivalent graduate degree is preferred
• Experience in E-Commerce, Corporate Retail, and/or B2B environments is essential
• Data analysis and forecasting skills — ability to interpret data and use it to guide business decisions and Seller strategy
• Strong project management — demonstrated ability to manage multiple projects and stakeholders in a deadline-driven setting
• Relationship-building skills — proven track record of cultivating and growing relationships with both internal and external stakeholders
• Familiarity with analytical and productivity tools such as Oracle Business Intelligence, Salesforce, Microsoft OneNote, and SharePoint is an asset
• Experience with GenAI tools and applying AI practices to enhance productivity is a nice-to-have

How to Apply

To apply, visit the official Amazon job posting using the link below. Make sure your resume is up to date and tailored to the role before submitting your application.

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