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Description

Are you passionate about creating financial services that empower businesses to engage with Amazon Business? Do you enjoy working across organizations and scaling programs? Come join us at Amazon B2B Payments & Lending (ABPL)! The Amazon B2B Payments & Lending team provides invoicing, working capital and payment acceptance solutions to Amazon Business customers, sellers and other small business customers across Amazon. We are part of the global Amazon Payments organization, who aims to delight our customers by building payment experiences and financial services that are trusted, valued and easy to use from anywhere in any way.

We are seeking a customer-obsessed, results-oriented Sr. Customer Success Manager to drive strategic customer relationships and lead payment success initiatives for Amazon Business enterprise customers. This role will be responsible for managing complex customer relationships while implementing and scaling operational processes to ensure customer success and reduce payment defects. The ideal candidate will combine strong customer success management skills with program management capabilities, demonstrating expertise in developing customer adoption strategies, driving business outcomes, and leading continuous improvement initiatives. You will collaborate cross-functionally with Finance, Product, Amazon Business Sales, and Customer Support teams to identify opportunities for growth, optimize customer experiences, and deliver measurable improvements in key performance metrics.

Key job responsibilities

• Analyze customer procurement workflows and payment processes to design solutions that enhance their end-to-end procure-to-pay experience.

• Drive payment optimization strategies to reduce defects and improve overall payment health across customer portfolios

• Develop and track critical success metrics focusing on payment accuracy, processing efficiency, and automation adoption.

• Lead cross-functional initiatives with Product, Amazon Business Sales, and Customer Support to resolve systemic payment issues and drive continuous CX improvements.

• Build and maintain strategic relationships with key stakeholders to ensure successful adoption of optimized procure-to-pay payment solutions.

• Monitor portfolio health to identify trends and implement scalable solutions that enhance payment accuracy.

• Partner with customers to develop and implement data-driven payment success strategies that accelerate their digital transformation goals.

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Basic Qualifications

• 4+ years of relevant experience in customer success, account management, or program management

• Bachelor's degree or equivalent practical experience

Preferred Qualifications

• Knowledge of procurement and source to pay methods at small and medium businesses

• Experience influencing at all levels within an organization, particularly at the executive level

• Experience exceeding sales targets using a consultative, solutions-focused approach or equivalent.

• Experience managing and analyzing large customer portfolios

• Experience developing and tracking business-critical KPIs and metrics

• Proven experience in B2B environments with a focus on Enterprise customer experience.

• Proficiency with SQL and data analysis

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $72,000/year in our lowest geographic market up to $154,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.