Sr. Customer Success Manager, Provider Management
Shanghai, People's Republic of ChinaOn-siteFull-timeMid · 5-8 yearsH1B likely
About this role
Amazon strives to be the Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. The China Global Selling (CNGS) team delivers this vision by identifying quality China Selling Partners, bringing their product selection to Amazon's global marketplaces, and driving Selling Partners' success worldwide. We are seeking a Customer Success Manager to lead provider strategy and improve seller experience by leveraging Amazon's compliance service platform to continuously raise provider standards and ensure sellers have access to trustworthy, high-quality compliance solutions across markets. The ideal candidate is a data-driven self-starter who thrives in cross-functional environments and is passionate about helping sellers succeed in global com
Key job responsibilities
- Lead the strategy for continuous provider quality improvement — defining and raising service standards, driving providers to deliver high-quality, compliance solution that support sellers' evolving regulatory obligations across markets
- Own and execute the USSP CN Go-to-Market strategy end-to-end — from lead pool identification and channel planning to traffic-to-adoption conversion optimization — ensuring timely delivery of adoption targets aligned with regulatory milestones.
- Plan and coordinate multi-channel GTM launches for new USSP services and country expansions, including gathering business requirements, aligning cross-functional stakeholders, and developing launch schedules and milestones to ensure on-time delivery.
- Own the end-to-end provider lifecycle and quality strategy for CN service providers on USSP — from vetting and onboarding through performance monitoring, periodic auditing, and exit governance — maintaining and evolving the Provider Quality Scorecard, operating the Bad Actor detection and enforcement framework, conducting competitor benchmarking, and driving provider pricing competitiveness to ensure USSP delivers trustworthy, cost-competitive services at scale.
- Drive continuous Seller Experience improvement through regular seller research, translating insights into actionable product requirements, and managing the Ratings & Reviews system to increase platform transparency and trust.
- Lead cross-functional execution with global partners — owning key adoption and conversion metrics, anticipating regulatory and market changes, and ensuring aligned delivery across all stakeholders.
- Proactively identify trends and growth opportunities through data interpretation; escalate issues timely with concise articulation; measure program impact through stakeholder feedback; and build internal and external relationships to drive USSP's long-term success.
- Strong relationship-building skills with experience managing customer lifecycle from onboarding through renewal and expansion, serving as a trusted advisor to diverse stakeholders.
- Data analysis proficiency — ability to monitor customer health metrics, track engagement, and leverage data to inform decisions and demonstrate ROI.
- Proactive problem-solving abilities — identifying risks early, mitigating potential issues, and driving resolution across teams.
- Excellent written and verbal communication skills for consultative interactions with audiences at all levels.
- Project management capabilities to manage multiple accounts and workstreams simultaneously with strong prioritization.
- Business acumen to understand customer industries, identify growth opportunities, and act as the voice of the customer internally.
- Deep product or domain knowledge with the ability to guide customer adoption and drive cross-functional collaboration.
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.
Key job responsibilities
- Lead the strategy for continuous provider quality improvement — defining and raising service standards, driving providers to deliver high-quality, compliance solution that support sellers' evolving regulatory obligations across markets
- Own and execute the USSP CN Go-to-Market strategy end-to-end — from lead pool identification and channel planning to traffic-to-adoption conversion optimization — ensuring timely delivery of adoption targets aligned with regulatory milestones.
- Plan and coordinate multi-channel GTM launches for new USSP services and country expansions, including gathering business requirements, aligning cross-functional stakeholders, and developing launch schedules and milestones to ensure on-time delivery.
- Own the end-to-end provider lifecycle and quality strategy for CN service providers on USSP — from vetting and onboarding through performance monitoring, periodic auditing, and exit governance — maintaining and evolving the Provider Quality Scorecard, operating the Bad Actor detection and enforcement framework, conducting competitor benchmarking, and driving provider pricing competitiveness to ensure USSP delivers trustworthy, cost-competitive services at scale.
- Drive continuous Seller Experience improvement through regular seller research, translating insights into actionable product requirements, and managing the Ratings & Reviews system to increase platform transparency and trust.
- Lead cross-functional execution with global partners — owning key adoption and conversion metrics, anticipating regulatory and market changes, and ensuring aligned delivery across all stakeholders.
- Proactively identify trends and growth opportunities through data interpretation; escalate issues timely with concise articulation; measure program impact through stakeholder feedback; and build internal and external relationships to drive USSP's long-term success.
Basic Qualifications
- Strategic thinking with the ability to align solutions with customer business goals and develop success plans that drive measurable outcomes.- Strong relationship-building skills with experience managing customer lifecycle from onboarding through renewal and expansion, serving as a trusted advisor to diverse stakeholders.
- Data analysis proficiency — ability to monitor customer health metrics, track engagement, and leverage data to inform decisions and demonstrate ROI.
- Proactive problem-solving abilities — identifying risks early, mitigating potential issues, and driving resolution across teams.
- Excellent written and verbal communication skills for consultative interactions with audiences at all levels.
- Project management capabilities to manage multiple accounts and workstreams simultaneously with strong prioritization.
- Business acumen to understand customer industries, identify growth opportunities, and act as the voice of the customer internally.
- Deep product or domain knowledge with the ability to guide customer adoption and drive cross-functional collaboration.
Preferred Qualifications
- Experience working in a fast-paced and ambiguous environmentOur 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.