Overview
We are seeking an experienced, self‑motivated, and passionate Customer Success Manager to own the critical journey from contract signature to full rollout for our most strategic EU clients. You’ll be the vital bridge between Sales and Operations, developing the Customer Success function from the ground up while managing complex onboarding programs across UK, DE, and EU markets.
Responsibilities
- Own strategic relationships with our largest property‑management and enterprise clients, conducting regular business reviews and ensuring successful onboarding and ongoing enablement.
- Lead cross‑functional initiatives with Sales, Install Operations, Engineering, and Product teams to deliver seamless customer experiences and drive adoption.
- Develop the Customer Success function roadmap from scratch, including playbooks, engagement mechanisms, and scalable EU processes.
- Analyze deployment data and satisfaction metrics to identify adoption barriers, conducting site visits and client meetings as needed.
- Establish KPIs to measure customer success, track rollout progress, and communicate performance insights.
- Champion customer voice by gaining support for customer‑centric initiatives through compelling narratives and influencing leadership.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Economics, Computer Science, Engineering, or related field.
- Experience defining, refining, and implementing sales processes, procedures, and policies or equivalent.
- Experience with sales CRM tools such as Salesforce or similar software.
- Proven ability to use GenAI tools to transform processes, automate workflows, and drive measurable efficiency gains.
- Demonstrated success managing strategic vendor/partner relationships and driving operational transformation.
- Demonstrated success navigating unclear requirements, building new functions without established playbooks, and making sound decisions with incomplete information.
- Experience working within a high‑growth, technology company.
- Background in smart home technology, IoT, property technology (PropTech), or building access control systems.
- Ability to understand technical product configurations and translate complex technical concepts for non‑technical audiences.
- Fluency in German, Italian, Spanish, or other European languages.
About the team
The Amazon Key team sits within the Amazon Devices team alongside Ring and other Home Security teams. Key is a uniquely cross‑functional team that often serves as the connective tissue between Smart Home/Devices, Logistics, Operations, and Retail/Shopping. We have lots of stakeholders and maintain relentlessly high standards for our high‑visibility programs.
Amazon is an equal‑opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.
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