Customer Success Manager, Zappos FBA

As a Customer Success Manager, you'll help grow footwear brands for Zappos on Amazon. You'll manage brand relationships, develop business plans, and drive data-backed decisions that improves the customer experience. This role blends day-to-day seller management with program-building, giving you the chance to shape how Zappos partners with footwear brands at scale on Amazon.

You'll work across onboarding, ongoing brand support, and program process development from reporting and advertising planning to catalog optimization and operational improvements. You'll also manage vendor brand stores and A+ content, ensuring design and seasonal updates are optimized to convert customers and deliver a premium brand experience. The role is hands-on, cross-functional, and highly visible, with direct impact on how Zappos delivers for both customers and brand partners.

Key job responsibilities

• Own brand relationships within the Zappos Preferred Partnership Program (PPP), ensuring a consistent and high-quality experience.
• Develop and execute business plans that drive selection growth, operational excellence, and improved customer outcomes.
• Analyze performance data (sales, FO%, ROAS, in-stock rates) to identify risks, uncover opportunities, and recommend actions.
• Support promotional and advertising initiatives in partnership with internal HVE lead and Zappos' multimillion-dollar Sponsored Ads investment.
• Manage assigned vendor brand stores on Amazon, including design and A+ Content optimization based on seasonality and conversion performance.
• Collaborate with internal teams (buying, planning, ads, operations) to resolve issues and scale mechanisms.
• Lead onboarding activities for new brand partners and support continuity for existing partners through reporting, communication, and process improvements.
• Deliver weekly and monthly reporting packages that track performance, inform business reviews, and highlight growth opportunities.
• Contribute to continuous improvement initiatives that make PPP scalable and repeatable.

A day in the life

• Review brand performance metrics and prepare insights for brand meetings.
• Partner with cross-functional teams to resolve catalog, inventory, or promotional challenges.
• Work directly with brands to improve catalog setup, advertising efficiency, brand store design, and A+ Content
• Optimize seasonal brand store updates to improve discoverability and conversion.
• Participate in program development initiatives, including reporting automation and onboarding playbooks.
• Support program leadership in preparing content for business reviews and growth planning.

About the team

The Zappos Preferred Partnership Program (PPP) is a new initiative designed to build deeper, more consistent relationships with footwear brands on Amazon. Our mission is to create a bar-raising partner experience that drives growth for brands while delivering a best-in-class shopping experience for customers.

We are a small, entrepreneurial team working on a high-visibility program with high impact. The work is dynamic, balancing operational excellence with strategic brand development. Team members lean into cross-functional collaboration, problem solving, and innovation to scale mechanisms that will shape the future of Zappos on Amazon.

• 2+ years of merchandising or planogram, or 3+ years of customer-facing environment experience
• Bachelor's degree or above
• Experience exceeding sales targets using a consultative, solutions-focused approach or equivalent
• Experience building and growing relationships with internal and external partners
• Experience analyzing data to make business decisions
• Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company
• Experience communicating and delivering presentations to customers, stakeholders, and/or teammates
• Experience working in a fast-paced environment similar to a high-tech start-up

• Experience using analytical, marketing, and productivity tools including Oracle Business Intelligence, Salesforce or other CRM tools, Microsoft OneNote and Microsoft SharePoint

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 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 $52,400/year in our lowest geographic market up to $112,000/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 This position will remain posted until filled. Applicants should apply via our internal or external career site.