Customer Success Manager
Role Overview
The Customer Success Manager owns and manages a portfolio of customer accounts.
The role is accountable for customer retention, satisfaction, and growth after launch, serving as the primary customer contact and coordinating with internal teams.
Key Skills for This Role
Full Job Posting
About AMZ Prep
AMZ Prep is a technology-driven third-party logistics and fulfillment company supporting brands across North America.
The company combines technology, data, and operational expertise to deliver logistics solutions.
Opportunity
The Customer Success Manager owns and manages a portfolio of customer accounts.
The role is accountable for customer retention, satisfaction, and growth after launch, serving as the primary customer contact and coordinating with internal teams.
What You'll Do
- Own retention, satisfaction, and growth across assigned accounts.
- Liaise between customers and Operations, IT, and Finance; translate service requirements into internal deliverables and ensure SLA commitments are met.
- Oversee implementation and management of complex service solutions.
- Lead customer business reviews and provide performance insights and recommendations.
- Review invoices, monitor outstanding receivables, and coordinate discrepancy resolution.
- Partner with account leadership to improve service delivery, operational efficiency, and financial performance.
- Maintain account records, meeting notes, action items, and follow-ups.
- Identify account growth opportunities and collaborate with leadership to develop them.
- Gather feedback and contribute to improvements in systems, processes, and services.
What You'll Bring
- Experience in customer success, account management, customer experience, or a related field.
- Ability to manage multiple accounts, competing priorities, and complex service requirements.
- Strong communication, relationship-building, and stakeholder management skills.
- Strong organization, independence, follow-through, analytical ability, attention to detail, and a solutions-focused approach.
- Experience with financial processes, including invoice auditing and accounts receivable.
- Ability to lead customer business reviews and communicate performance results.
- Comfort with a fast-paced, evolving environment where priorities may shift.
Nice to Have
- Experience in 3PL, supply chain, warehouse fulfillment, or e-commerce is a plus.
- Familiarity with SLAs, operational KPIs, performance reporting, business transformation, process improvement, or CRM and customer success tools is a plus.
Success Measures and Values
Success includes trusted customer relationships, high retention and satisfaction, proactive issue resolution, accurate reporting, timely follow-ups, SLA performance, and growth and improvement opportunities.
The company emphasizes accountability, collaboration, continuous improvement, and data-informed decisions.
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