Customer Success Manager, Zappos FBA

Customer Success Manager

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 improve 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.