Customer Success Manager, Amazon Key, Amazon Key
Imagine a world where home access is seamless, secure, and smart. Where deliveries happen without you being home, and friends can drop by even when you're away. This isn't the future – it's happening now with Amazon Key, and we're looking for visionaries to help us expand this revolutionary technology across the EU.
Are you ready to be at the forefront of transforming how businesses embrace smart access technology? Do you thrive on the excitement of turning signed contracts into thriving deployments and skeptical clients into passionate advocates? If you're passionate about shaping customer success and driving adoption of innovative home security solutions, we want you on our team!
Key job responsibilities
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. You'll craft customized rollout plans for enterprise clients, design training and enablement programs, and create repeatable mechanisms that scale impact. This role requires diving deep into customer needs to identify barriers to adoption, establishing success metrics to measure customer satisfaction and deployment progress, and addressing challenges through problem-solving and cross-functional coordination.
Success in this role requires ability to influence stakeholders and drive cross-functional alignment, combined with a track record of managing complex programs that deliver measurable outcomes. You'll need strong relationship-building skills to become a trusted advisor to senior client stakeholders and the ability to gain buy-in from leadership through clear communication. The ideal candidate excels at building deep partnerships with external clients, is comfortable with ambiguity, and can balance competing priorities effectively while maintaining high standards for customer experience and operational excellence.
A day in the life
- 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
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 within Amazon, and often serves as the connective tissue between Smart Home/Devices, Logistics, Operations, and Retail/Shopping. We are the bridge between device management and physical services, and our team indexes highly on ownership and collaboration. We have lots of stakeholders, and we have relentlessly high standards for our high-visibility programs.
- 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
- 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
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Are you ready to be at the forefront of transforming how businesses embrace smart access technology? Do you thrive on the excitement of turning signed contracts into thriving deployments and skeptical clients into passionate advocates? If you're passionate about shaping customer success and driving adoption of innovative home security solutions, we want you on our team!
Key job responsibilities
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. You'll craft customized rollout plans for enterprise clients, design training and enablement programs, and create repeatable mechanisms that scale impact. This role requires diving deep into customer needs to identify barriers to adoption, establishing success metrics to measure customer satisfaction and deployment progress, and addressing challenges through problem-solving and cross-functional coordination.
Success in this role requires ability to influence stakeholders and drive cross-functional alignment, combined with a track record of managing complex programs that deliver measurable outcomes. You'll need strong relationship-building skills to become a trusted advisor to senior client stakeholders and the ability to gain buy-in from leadership through clear communication. The ideal candidate excels at building deep partnerships with external clients, is comfortable with ambiguity, and can balance competing priorities effectively while maintaining high standards for customer experience and operational excellence.
A day in the life
- 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
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 within Amazon, and often serves as the connective tissue between Smart Home/Devices, Logistics, Operations, and Retail/Shopping. We are the bridge between device management and physical services, and our team indexes highly on ownership and collaboration. We have lots of stakeholders, and we have relentlessly high standards for our high-visibility programs.
Basic 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
Preferred Qualifications
- 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
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
