Scaled Customer Success Manager - Ads

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Scaled Customer Success Manager - Ads based in the United States.** The Scaled Customer Success Manager - Ads will lead customer success programs designed to help sellers maximize the value of advertising solutions across Amazon. You will manage a broad customer portfolio through scalable, data-driven engagement strategies while maintaining a focused set of strategic 1:1 relationships. The role combines customer success expertise, advertising knowledge, analytics, automation, and program design to improve adoption, retention, and expansion. You will develop new frameworks and engagement programs where established playbooks do not exist, using customer and campaign data to guide decisions. You will become a trusted expert in Amazon advertising, helping customers improve campaign performance, optimize budgets, and increase return on advertising investment. Working cross-functionally, you will influence Support, Marketing, Product, and other teams while shaping the customer experience and education strategy. This is a highly autonomous opportunity for someone who enjoys solving complex problems, experimenting with new approaches, and driving measurable portfolio-wide business outcomes. ### Accountabilities - Develop and own scaled customer success strategies for advertising customers, covering onboarding, adoption, retention, renewal, and expansion through digital engagement, content, automation, playbooks, and targeted programs. - Diagnose complex and undefined retention and expansion challenges across the customer portfolio, creating new frameworks and approaches where existing processes are insufficient. - Build deep expertise in Amazon Seller Central advertising, including Sponsored Products, Sponsored Brands, Sponsored Display, campaign management, bidding, keyword targeting, budget allocation, and performance optimization. - Manage a focused portfolio of direct customer relationships, maintaining strategic partnerships, conducting business reviews, identifying expansion opportunities, and providing personalized guidance to high-value customers. - Develop customer engagement strategies based on advertising performance, spending patterns, campaign outcomes, lifecycle stage, and customer behavior. - Design targeted programs that support customers throughout their advertising journey, from initial campaign setup and onboarding through advanced optimization and scaling. - Drive awareness and adoption of new advertising products, features, campaign types, and optimization capabilities across the customer base. - Evaluate and continuously improve the self-service advertising experience by incorporating customer feedback, usage data, and performance insights in partnership with Product teams. - Serve as a strategic point of reference for Support, Marketing, Product, and Brand Evangelist teams on advertising-related customer strategy, education, and engagement. - Test, measure, and iterate scaled customer success initiatives, tracking customer feedback, engagement, retention, and improvements in advertising ROI. - Exercise strong independent judgment over portfolio-wide retention and expansion priorities, taking ownership of decisions that directly influence revenue and customer outcomes. - Use data and customer insights to identify trends, uncover opportunities, and continuously improve both customer programs and internal processes. **Requirements** - 5+ years of experience in customer success, account management, customer retention, or a related discipline, with a proven ability to independently own and deliver end-to-end programs. - Direct hands-on experience with Amazon Seller Central Ads, including Sponsored Products, Sponsored Brands, and Sponsored Display, or comparable experience with an Amazon advertising platform. - Deep understanding of Amazon advertising, including campaign structures, bidding mechanics, keyword research and targeting, budget optimization, performance analysis, and ROI measurement. - Strong knowledge of customer lifecycle management, retention, adoption, and expansion strategies, particularly in environments where customer advertising investment and performance are key success drivers. - Experience managing a book of business and developing direct customer relationships, with a demonstrated ability to identify and drive revenue expansion opportunities. - Experience balancing scaled 1 customer engagement with strategic 1:1 relationship management. - Familiarity with CRM systems, automation tools, marketing platforms, customer data platforms, and analytics solutions used to measure engagement and advertising performance. - Strong data literacy and analytical skills, with the ability to interpret campaign and customer data, identify meaningful trends, and turn insights into actionable recommendations. - Excellent communication and interpersonal skills, with the ability to explain complex advertising concepts clearly and effectively to sellers with different levels of experience. - Proven ability to work autonomously, set priorities, make strategic decisions, and take ownership of programs with limited day-to-day oversight. - Strong problem-solving and strategic thinking skills, with a willingness to create new approaches when established playbooks do not exist. - Customer-focused mindset and genuine interest in helping sellers improve their advertising performance and achieve sustainable business growth. - Demonstrated commitment to experimentation, continuous improvement, and measurable customer and business outcomes. **Benefits** - Annual base salary of $85,000–$90,000 USD. - Eligibility for additional annual bonus compensation through an incentive plan. - Flexible paid time off. - Paid holidays and floating holidays. - Medical, dental, and vision insurance. - Flexible Spending Account (FSA) and Health Savings Account (HSA) with employer contribution. - Life insurance and pet insurance. - 401(k) retirement plan with employer match. - Up to 2 paid days per year to volunteer with a 501(c) organization. - Paid parental leave. - Company-subsidized memberships to Wellhub and Peloton. - Access to a fertility and family-building information platform through Carrot. - Opportunity to work in a highly autonomous role at the intersection of customer success, advertising, data, and commerce technology.