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Amazon

Senior Customer Success Manager, Canada Strategic Account Services

Toronto, ON, Canada

Apply on amazon.jobs About employer

Applications open in a new tab.

Job details

Posting language: English
Posted: Oct 26, 2026

Original job description

This role is based in our Toronto office.

The Canadian Strategic Account Services (SAS) Core organization is seeking a Sr. Customer Success Manager to help shape the future of the program. The Sr. Customer Success Manager drives business growth for some of the largest Sellers on the Amazon Canada Store, ensuring Seller satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards. In this role, you will own building and executing strategic joint business plans with your Sellers; collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic and conversion drivers, and operational improvement opportunities.

The ideal candidate for this role should possess strong client management skills with the keen ability to work backwards with Sellers to identify and prioritize the right inputs and outputs to deliver value and growth. They will be able to manage multiple workflows in a fast-paced work environment and surface program suggestions and areas of improvement to leadership. Above all, they should demonstrate a high level of ownership and the ability to embrace and navigate ambiguity and complexity. They are agile, inventive, and an advocate for their Sellers experience on the Amazon Canada Store. If you are interested in growing Amazon’s leading brands, then we’re interested in you

Key job responsibilities
Sr. Customer Success Managers are responsible for driving Seller business growth by providing customized insights and recommendations, educating selling partners regarding relevant tools, products, and services, and delivering a positive experience with our program. The key responsibilities of a Sr. Customer Success Manager include but are not limited to:

Business Growth
- Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience. Identify what is hindering growth, assist with developing solutions, and testing.
- Analyze data and trends to identify, action and/or influence long term to maximize potential for your assigned portfolio of Sellers.
- Act as a strategic and influential partner for your Sellers. Seek out new opportunities for customers and Sellers that drive towards their goals. Create tailored solutions and recommendations where out of the box thinking is required. Present compelling value propositions using a strategic and consultative approach.
- Lead business strategy development and design long term account plans.
- Implement and track metrics to record the success and quality of your portfolio of Sellers. Use these metrics to guide your work and uncover hidden areas of opportunity.

Seller Relationship Management
- Build effective working relationships with your Sellers; be a trusted advisor and a business advocate.
- Deliver timely, accurate and professional operational support to all Sellers in your portfolio within a specified SLA.
- Drive optimal program and Customer Success Manager satisfaction.
- Work with other partner teams to assist cross-functionally to resolve Seller issues and questions quickly with high quality.
- Play a “consultant” role with oversight of key strategic activities that are underway for the Seller. Work with manager to follow up, escalate, and clear blockers as appropriate. Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization.
- Educate Sellers on how to drive incremental growth on Amazon through frequent education on tools, policies, products and programs. Maintain in-depth knowledge in these areas to keep Sellers informed of new opportunities and tie recommendations to their specific goals and value proposition.

Program Process Excellence
- Improve team efficiency and optimize previously defined processes.
- Assist with the design of tools, standard operating procedures and processes of Seller Services.
- Work with manager to Identify, quantify, and define feature enhancements and new products to improve Amazon Canada product based on customer feedback, data analysis, and feature gaps with competitive products.
- Aggregate themes and data to advocate to function as Voice of the Seller with owning teams to address opportunities at root cause level.
- Own project status communication. Consistently impart clear and concise summaries for the projects you own to your leadership/management team and are effective at answering questions in detail.

About the team

Basic Qualifications: - Experience with strong project management skills and the ability to thrive in a fast-paced environment
- Experience in e-commerce, retail or advertising, or experience in sales/business development
- Bachelor's degree or equivalent
- 5+ years professional experience in Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.
- Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment. Preferred Qualifications: - MBA or equivalent graduate degree preferred
- Experience in refining GenAI outputs, and applying AI practices to augment productivity.

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. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, ON, Toronto - 79,800.00 - 133,200.00 CAD annually

Apply on amazon.jobs About employer

More about this job

Responsibilities

The Senior Customer Success Manager drives business growth for Amazon Canada Sellers by delivering strategic insights, operational support, and customized business plans. They act as a trusted advisor to identify growth opportunities, resolve issues cross-functionally, and advocate for the seller experience internally.

Requirements

Candidates must have a bachelor's degree and at least 5 years of professional experience in account management, consulting, or retail. Strong project management skills and a proven track record of developing business plans in fast-paced environments are required.

Skills

Account management
Strategic planning
Business development
Project management
Data analysis
Client management
E-commerce
Consultative selling
Operational excellence
Relationship building
Merchandising
Strategic insights
Problem solving
Communication
Leadership

Benefits

Health insurance
Medical insurance
Dental insurance
Vision insurance
Prescription insurance
Basic life insurance
AD&D insurance
Deferred Profit Sharing Plan
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Customer Success
Account Management
E-commerce
Amazon Canada
Business Growth
Strategic Planning
Data Analysis
Merchandising
Project Management
Consulting
Operational Standards
GenAI
Artificial Intelligence
Retail
Advertising
SLA
Voice of the Seller
Business Development
Negotiation
Relationship Management
Marketplace
Conversion Drivers
Traffic Drivers
Strategic Account Services
Portfolio Management

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Work requirements

Jobs in Canada