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Zappos Family of Companies · 2 days ago

Customer Success Manager, Zappos FBA

New York, NY

Full-time

Onsite

Entry, Mid Level

$52K/yr - $112K/yr

2+ years exp

Zappos Family of Companies is seeking a Customer Success Manager to help grow footwear brands on Amazon. This role involves managing brand relationships, developing business plans, and driving data-backed decisions to enhance the customer experience.

E-CommerceRetailShoesShopping

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

Review brand performance metrics and prepare insights for brand meetings

Partner with cross-functional teams to resolve catalog, inventory, or promotional challenges

Work directly with brands to improve catalog setup, advertising efficiency, brand store design, and A+ Content

Optimize seasonal brand store updates to improve discoverability and conversion

Participate in program development initiatives, including reporting automation and onboarding playbooks

Support program leadership in preparing content for business reviews and growth planning

Qualification

Data analysisRelationship managementBusiness planningSales target achievementAnalytical tools proficiencyPresentation skillsCross-functional collaborationProblem solvingTime management

Required

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

Preferred

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