Sr Customer Success Manager , Amazon Agentic Payments

Description

Amazon seeks an experienced Customer Success Manager / Strategic Accounts Manager (based in Seattle) to join our Agentic Payments Customer Success team.

Senior Customer Success Managers own an expanding book of Large Enterprise Customers, with whom they consult and provide guidance on Agentic Payments enablement. This customer-facing role requires collaboration with C-Suite partners to identify optimal agentic commerce enablement paths, informed by in-depth knowledge of payment solutions, API and catalogue integrations delivering the best customer experience. Agentic Commerce is an evolving, rapidly expanding space, so we seek an innovative, creative, commercially agile Account Management professional excited by innovation, while fiercely Customer Obsessed in delivering optimal shopping experiences.

The successful candidate will be expert at delivering results via collaborative relationships. They excel in identifying and enabling Customer objectives related to payment solutions and on-site experiences. They provide insights and guidance on strategies best addressing each Customer need. They are data led, monitoring performance to flag anomalies and suggest improvements, and work across Amazon teams to surface new opportunities for their e-commerce partners.

Key job responsibilities

Strategic Advisory: Executive alignment and C-level stakeholder management; bespoke account planning; aligning customer roadmaps with the agentic payments product roadmap.

• Accountable for establishing and retaining C-Suite Customer relationships via proactive relationship management and advisory services.
• Build Customer account plans informing strategy, annual planning and contract renegotiations.
• Provide guidance and support on customer experience optimization.

Agentic Payment Enablement: Customer Success Managers provide strategic guidance and consultative oversight on Agentic Commerce enablement, serving as the primary advisor to enterprise customers on adoption pathways, agentic payment workflow options, and performance optimisation — coordinating with internal technical teams to ensure seamless delivery.

• Serve as the primary point of guidance for customers navigating payment solution integrations, coordinating with Amazon technical and product teams to ensure delivery standards are met.
• Monitor performance of autonomous transaction workflows and escalate issue resolution.

Performance Monitoring: Conducting QBRs and executive business reviews; tracking KPI payment performance metrics (transaction volume, success rates, usage velocity); monitoring conversion

• Ensure Customer retention with proactive performance management, using AI-powered health scoring systems analysing transaction patterns, output metrics and payment success rates.
• Troubleshoot performance issues with deep dive analysis leveraging AI-powered customer health scoring and predictive churn modelling.
• Provide oversight on "pilot-to-production acceleration", tracking onboarding progress and monitoring "agents in production" to ensure seamless customer transition.

Expansion and Growth: Identifying growth opportunities; driving payment volume growth; surfacing expansion opportunities across new agentic workflows

• Explore new market-segment opportunities focused on value optimization and expansion initiatives.

Cross Functional Coordination: Partnering with Product, Engineering, Sales, and Research teams; acting as voice of the customer; funnelling product requirements and field patterns to internal teams

• Represent Customers internally, collaborating to ensure high integration standards, payment success rates and new opportunities.
• Ensure balanced judgement in assessing client needs / internal priorities.

A day in the life

Your day starts with the weekly connect of your team across Seattle, London, Munich and Luxembourg. You share progress made on your portfolio last week, including new insights uncovered in a recent agentic discovery call. The team is updated on a recently launched agentic protocol and resulting opportunities for customers. You join a call with the Solutions Architect supporting one of your Merchant's catalogue integrations and you align on next steps for today's update with the Merchant's tech resource. You have an introduction call with a merchant new to agentic commerce, you share industry insights as well as Amazon opportunities and they agree to move forward. You update Salesforce and 'Voice of the Merchant' records, capturing Merchant insights.

About The Team

Amazon Agentic Payments functions as a payment acceptance organization providing foundational payment capabilities for merchants of all sizes. Our mission is to deliver trusted, seamless payment experiences customers love.

Basic Qualifications

• Bachelor's degree or equivalent
• Experience proactively growing customer relationships within an account while expanding their understanding of the customer's business
• Experience identifying, developing, negotiating, and closing opportunities across a wide spectrum of customer engagement levels
• Experience positioning and selling innovative solutions to new and existing customers and market segments

Preferred Qualifications

• 5+ years of B2B or enterprise sales with a focus on hunting new business experience
• Experience identifying trends and needs to improve an already closed large-scale technology deal

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 113,100.00 - 160,000.00 USD annually

Company - Amazon Payments, Inc.

Job ID: A10396241