Sr. Customer Success Manager, BD, MKT - Shanghai | Amazon Job

Job Description

Amazon Global Selling helps businesses launch globally, reach Amazon's customers, and build international brands. Since entering China in 2015, we have supported hundreds of thousands of Chinese sellers in selling across 19 Amazon overseas marketplaces, reaching hundreds of millions of active customers worldwide, including over 200 million Prime members.

The Business Development team under Amazon's Asia Global Selling Marketing organization is seeking a results-oriented Senior Customer Success Manager to own the Nurturing and Online Community program centrally. This role does not sit on the frontline - it sits above it. You will own the end-to-end prospects and leads hunting and nurturing process design, tooling, AI innovation, and online community operations that enable BD's field teams and Marketing's digital engine to convert prospects into qualified leads at scale. You are the bridge between field-sourced intelligence and scalable digital engagement, responsible for making the system work, not for working each prospect individually.

The ideal candidate combines deep customer obsession with strong program management capability and genuine curiosity about AI-enabled engagement at scale. You are comfortable operating in ambiguous, fast-evolving environments, and you bring both strategic thinking and hands-on execution - designing scalable hunting and nurturing solutions from 0 to 1 while diving deep into conversion data to optimize every stage of the prospect-to-lead funnel. You must be self-motivated, detail-oriented, and able to communicate complex analytical results clearly to diverse audiences.

Key job responsibilities

1. Own the end-to-end prospect hunting and nurturing process: design, optimize, and govern the full lifecycle from first-contact capture through lead qualification, ensuring consistent execution across all BD regions.
2. Drive AI-first nurturing innovation - partner with Online MKT and Lifecycle teams to deploy and continuously improve automated engagement flows (e.g., Maven, WeCom/SCRM automation), define human-escalation trigger logic, and raise Prospect-to-Lead conversion rates system-wide.
3. Own the company's online prospect community operations: establish taxonomy, segmentation, engagement strategy, and success metrics, transforming it from an unstructured contact pool into a scalable, measurable digital asset.
4. Build and maintain nurturing performance dashboards by channel, region, and prospect profile; identify funnel bottlenecks and design interventions that the field teams and automation programs execute.
5. Translate frontline intelligence from BD's field activities into scalable nurturing content, AI knowledge-base improvements, and refined scoring models that blend digital and offline signals.
6. Drive cross-functional alignment with Online MKT, Field MKT, Lifecycle, and BD regional teams on shared prospect pools, unified attribution, and bi-directional data flow.


About the team
Business Development team under the AGS Marketing organization.

Basic Qualifications:

- 5+ years of customer service experience, or Bachelor's degree in management, business administration, economics, engineering, marketing
- Experience with CRM tools and systems that can be leveraged to drive customer engagement - including but not limited to Adobe, Salesforce, Unica, Marketo, Exact Target, Braze, etc.
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in SQL Server/MySQL
- Experience with pipeline management skills to include utilization of Salesforce or other CRM tools
- Experience using English communication skills, both written and verbal, to foster seamless interaction with stakeholders at all levels

Preferred Qualifications:

- Experience in e-commerce, retail or advertising, or experience in customer acquisition
- Experience creating processes and improving tools that have measurably improved productivity, quality, or advertiser experience
- Experience in managing and troublshooting network, or experience in web security and experience in any Bigdata architecture
- Experience with online content, multimedia, analytics and impact measurements

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