Customer Success Manager, Manufacturing Services

Description We're looking for a Customer Success Manager who will be the connective tissue between our team and the internal customers we serve. This person will own the full lifecycle of customer engagement — from intake and validation through delivery and follow-up — while proactively identifying new teams that could benefit from our prototyping, design, and engineering services.

• Own end-to-end relationships with internal customer teams — hardware engineers, operations, maintenance, safety, and cross-functional stakeholders
• Manage incoming orders from intake through completion: tracking status, communicating updates, and ensuring a seamless customer experience
• Review and validate orders for feasibility, checking specs and requirements before work begins
• Educate customers on capabilities, timelines, and processes — meeting them where they are regardless of their manufacturing background
• Proactively identify internal teams across Amazon that could benefit from our prototyping, design, and engineering services
• Develop targeted engagement strategies — prioritizing the right teams and mechanisms
• Promote team capabilities and drive internal awareness and adoption
• Develop and maintain marketing content including webpages, video, and other media to promote services at scale
• Maintain internal documentation, update systems of record, and manage ticketing workflows
• Identify metrics to measure customer health, adoption, and service delivery
• Build reports and dashboards that drive visibility and accountability for leadership
• Identify opportunities to improve customer‑facing and internal workflows; implement changes and measure impact
• Coordinate cross‑functionally with engineers, designers, and shop floor teams to deliver holistic solutions
• Gather and synthesize customer feedback to inform service direction
• Leverage AI tools and automation to enhance customer interactions and streamline workflows
• Create and maintain customer‑facing documentation, FAQs, and self‑service resources

We are Amazon's internal prototyping and manufacturing team — and we operate like a startup. We're dynamic, fast‑paced, and continuously evolving to maximize business impact across fulfillment, AWS, satellite internet, and devices.

We are customer obsessed with intention. Every action is questioned through the lens of impact. We build capabilities rapidly when we see clear value to Amazon — and we move on just as quickly when the signal points elsewhere. Everyone rolls up their sleeves, takes strong ownership, and develops cross‑functional fluency. We understand manufacturing, we understand each other's verticals, and we speak from each other's perspectives.

This is a business by Amazon, for Amazon — delivering on the customer promise.

• Experience managing multiple projects and priorities across teams in a fast‑paced, deadline‑driven environment
• Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
• Experience in technical support, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• Experience using English communication skills, both written and verbal, to foster seamless interaction with stakeholders at all levels
• Bachelor's degree in Business, Engineering, Communications, or related field (Associate's degree with strong relevant work experience also accepted)
• 1–2 years of experience in customer success, customer service, or account management within a technical field — preferably engineering or manufacturing
• Experience with project/task management tools (e.g., Asana)
• Demonstrated ability to manage multiple priorities and stakeholders simultaneously

• Experience in web development for digital marketing, advertising, product management or equivalent
• Experience analyzing data and creating reports for leadership
• 2+ years of experience in customer success or account management, particularly supporting technical teams in hardware or engineering environments
• Demonstrated ability to leverage AI tools to drive process improvement and improve productivity
• Exposure to manufacturing processes (CNC…