Customer Success Manager, Amazon Manufacturing Services

About the role

We are Amazon's internal prototyping and manufacturing team - and we operate like a startup. We're dynamic, fast-paced, and continuously evolving to maximize business impact across fulfillment, AWS, satellite internet, and devices. We are customer obsessed with intention. Every action is questioned through the lens of impact. We build capabilities rapidly when we see clear value to Amazon - and we move on just as quickly when the signal points elsewhere. Everyone rolls up their sleeves, takes strong ownership, and develops cross-functional fluency. We understand manufacturing, we understand each other's verticals, and we speak from each other's perspectives. This is a business by Amazon, for Amazon - delivering on the customer promise.

Requirements

• Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment
• Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
• Experience in technical support, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• Experience using English communication skills, both written and verbal, to foster seamless interaction with stakeholder
• educate customers on capabilities, timelines, and processes - meeting them where they are regardless of their manufacturing background
• proactively identify internal teams across amazon that could benefit from our prototyping, design, and engineering services
• develop targeted engagement strategies - prioritizing the right teams and mechanisms
• promote team capabilities and drive internal awareness and adoption
• develop and maintain marketing content including webpages, video, and other media to promote services at scale
• maintain internal documentation, update systems of record, and manage ticketing workflows
• identify the right metrics to measure customer health, adoption, and service delivery
• build reports and dashboards that drive visibility and accountability for leadership
• identify opportunities to improve customer-facing and internal workflows; implement changes and measure impact
• coordinate cross-functionally with engineers, designers, and shop floor teams to deliver holistic solutions
• gather and synthesize customer feedback to inform service direction
• leverage ai tools and automation to enhance customer interactions and streamline workflows
• create and maintain customer-facing documentation, faqs, and self-service resources

Additional Information

We're looking for a Customer Success Manager who will be the connective tissue between our team and the internal customers we serve. This person will own the full lifecycle of customer engagement - from intake and validation through delivery and follow-up - while proactively identifying new teams that could benefit from our prototyping, design, and engineering services. This is not a passive support role. You'll look around corners, anticipate needs, and find opportunities to grow our impact - all while being thoughtful about where to focus. You are approachable, resourceful, and coachable: you know when to dig in independently and when to identify the right people to move things forward. The ideal candidate is adaptable and resilient - energized by ambiguity and shifting priorities rather than overwhelmed by them. You are a self-starter who finds the work without being told, a strong communicator who tailors your message from engineers to leadership, and a fast learner driven by genuine curiosity. You're scrappy and action-oriented: you get things done even when it's not your lane, moving quickly to unblock customers and making smart decisions with incomplete information. You build trust across functions through consistent follow-through, transparency, and doing what you say you'll do. Success in this role means starting with the customer's problem and working backwards to find the best solution - their success is your success. You treat every interaction as if you own the outcome end-to-end, stepping across boundaries rather than passing the buck. You go beyond surface-level symptoms, digging into details to understand root causes. You proactively identify teams that should know about us and you're thoughtful about how you engage them. You build credibility through follow-through and never stop learning - staying curious about your customers' worlds, new tools, and better ways to deliver. Key job responsibilities Customer Engagement & Order Management - Own end-to-end relationships with internal customer teams - hardware engineers, operations, maintenance, safety, and cross-functional stakeholders - Manage incoming orders from intake through completion: tracking status, communicating updates, and ensuring a seamless customer experience - Review and validate orders for feasibility, checking specs and requirements before work begins - Educate customers on capabilities, timelines, and processes - meeting them where they are regardless of their manufacturing background Marketing & Strategic Outreach - Proactively identify internal teams across Amazon that could benefit from our prototyping, design, and engineering services - Develop targeted engagement strategies - prioritizing the right teams and mechanisms - Promote team capabilities and drive internal awareness and adoption - Develop and maintain marketing content including webpages, video, and other media to promote services at scale Operations, Systems & Reporting - Maintain internal documentation, update systems of record, and manage ticketing workflows - Identify the right metrics to measure customer health, adoption, and service delivery - Build reports and dashboards that drive visibility and accountability for leadership Continuous Improvement & Collaboration - Identify opportunities to improve customer-facing and internal workflows; implement changes and measure impact - Coordinate cross-functionally with engineers, designers, and shop floor teams to deliver holistic solutions - Gather and synthesize customer feedback to inform service direction - Leverage AI tools and automation to enhance customer interactions and streamline workflows - Create and maintain customer-facing documentation, FAQs, and self-service resources

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