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Client Success Manager

AMZ Prep

Location
Onsite (Atlanta, Georgia)
Employment
Full-time
Level
Mid Level
Posted 3 weeks ago

About the role

AMZ Prep is a leading 3PL and fulfillment network supporting major brands across Amazon and DTC channels. This role owns customer retention, satisfaction, and growth by managing client portfolios and coordinating cross-functional teams to ensure operational excellence.

Skills

Customer Success Account Management Customer Retention Relationship Building Stakeholder Communication Service Level Agreement Management Business Reviews Invoice Auditing Accounts Receivable Problem Solving Analytical Thinking Process Optimization Operational Efficiency Financial Performance Customer Relationship Management

Full job details

Customer Success Manager

Reports to: Client Success Lead

Purpose

Own a portfolio of brands and be accountable for their retention, satisfaction and growth after launch.

What you'll do

• Own retention, satisfaction and growth across an assigned book of customers.

• Act as primary liaison between the customer and internal teams including operations, IT and finance.

• Translate client service requirements to cross-functional teams and hold the line on SLA adherence.

• Oversee the management and implementation of complex service solutions so customer programs run without friction.

• Lead and coordinate customer business reviews, bringing recommendations rather than just reporting.

• Audit customer invoices, track outstanding A/R and drive timely resolution.

• Partner with account leadership on work that improves service process, operational efficiency and financial performance.

• Keep documentation, meeting notes and action items current so account issues actually close.

• Identify growth opportunities and work with management to convert them.

• Feed customer input back into enhancements, product offerings and process improvements.

What you'll need

• Experience in customer experience, account management or a related field.

• Ability to manage multiple priorities and complex service solutions at pace.

• Strong communication and relationship building across internal and external stakeholders.

• Analytical, detail-oriented, comfortable solving problems from incomplete information.

• Experience with financial processes including invoice auditing and A/R.

• Able to lead a customer business review on your own.

Bonus points

• Supply chain, warehouse fulfillment or ecommerce background.

• Familiarity with SLAs and operational metrics.

• Business transformation or process optimization experience.

• CRM or customer service management tooling.