Client Success Manager

Job Overview

The Client Success Manager plays a critical role in protecting, retaining, and growing AMZ Prep's client portfolio by delivering exceptional customer experiences, operational excellence, and proactive account management.

This role serves as the primary point of contact for a portfolio of fulfillment brands and is accountable for ensuring customers achieve their operational goals while receiving a consistent, proactive, and high-quality experience.

Acting as the bridge between Clients, Operations, Freight, Technology, Finance, Implementation, and Leadership, the Client Success Manager proactively identifies risks, resolves operational challenges, strengthens client relationships, and uncovers opportunities for account expansion.

Key Responsibilities

Account Ownership & Customer Experience

• Own and manage a portfolio of 8 - 20 client accounts.
• Serve as the primary point of contact for all customer communication, requests, and escalations.
• Maintain a 12 hour response time SLA during business hours.
• Conduct Weekly Check-Ins, MBRs, and QBRs.
• Travel for customer meetings, warehouse visits, and strategic account reviews.

Operational Management & Escalation Resolution

• Coordinate customer operational requests across the AMZ Prep network.
• Monitor fulfillment performance, inventory health, and service levels.
• Manage escalations involving delays, damages, inventory discrepancies, returns, and service failures.
• Conduct root cause analysis across People, Process, and Systems.
• Drive corrective actions and communicate resolutions.

Reporting, Reviews & Customer Insights

• Develop and deliver weekly customer performance reporting.
• Lead Weekly Reviews, MBRs, and QBRs.
• Monitor customer health indicators and identify risks proactively.
• Translate operational data into actionable business insights.

Account Growth & Retention

• Identify opportunities to expand services, volume, SKU count, channels, and revenue.
• Support contract renewals and retention initiatives.
• Drive Net Revenue Retention (NRR).
• Proactively identify churn risks and implement mitigation plans.

Cross-Functional Coordination

• Partner with Implementation, Operations, Freight, Technology, and Finance teams.
• Ensure internal stakeholders remain aligned on customer priorities and expectations.

Key Performance Indicators (KPIs)

• NPS
• Customer Retention & Churn
• Account Growth
• Cadence Execution

Ownership Mindset

The Client Success Manager owns the customer outcome, not the department. The CSM is accountable for ensuring customers receive the experience, service levels, and outcomes promised by AMZ Prep.

Qualifications

• 4 - 7+ years of experience in Customer Success, Account Management, Operations, Supply Chain, Fulfillment, or 3PL environments.
• Strong understanding of warehouse operations, fulfillment workflows, inventory management, freight, and operational KPIs.
• Strong communication, presentation, analytical, and stakeholder management skills.

What Success Looks Like

• NPS scores improve across assigned accounts.
• Churn risk is identified and mitigated proactively.
• Account revenue, SKU count, and service adoption grow year over year.
• Customers view AMZ Prep as a strategic partner.

Why This Role Matters

This role is critical to ensuring AMZ Prep delivers an exceptional customer experience while driving long-term retention, account growth, and operational alignment.

A strong Client Success Manager reduces churn, increases customer satisfaction, uncovers growth opportunities, strengthens operational accountability, and ensures customers receive the level of service expected from a world-class fulfillment partner.

The Client Success Manager is ultimately responsible for protecting the customer relationship and turning satisfied customers into long-term advocates of the AMZ Prep brand.