Senior Customer Success Manager / Program Manager
Role summary
The organization is seeking a Senior Customer Success Manager / Program Manager to own the Amazon Relay Rewards program and ensure successful execution, customer engagement, and cross-functional alignment. This role requires a self-starter with exceptional customer-facing skills and strong program/project management discipline to manage complex enterprise customers in the transportation technology sector. Responsibilities include end-to-end program ownership, stakeholder management, driving operational excellence, and translating high-level goals into actionable plans. The ideal candidate will have 7+ years of experience in customer success, program, or project management, with a proven ability to execute independently in a fast-paced environment.
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The organization harnesses the power of Computer Vision and Edge Computing to revolutionize the modern-day transportation ecosystem. It is a leader in fleet safety solutions. With growth exceeding 4x year over year, its solution is quickly being recognized as a significant disruptive technology. The team is growing, and forward-thinking, uncompromising, competitive team members are needed to continue to facilitate this growth.
This role is critical to ensuring successful execution, strong customer engagement, and cross‑functional alignment across Sales, Product, Operations, Support, and Finance. The ideal candidate is a self‑starter with exceptional customer‑facing skills, strong program and project management discipline, and the ability to execute independently with minimal direction in a fast‑moving, high‑visibility environment.
Key Responsibilities
*Relay Rewards Program Ownership*
- Serve as the primary owner for the Amazon Relay Rewards program in the US, responsible for end‑to‑end execution, delivery, and operational excellence.
- Act as the day‑to‑day point of contact for Amazon stakeholders related to Relay Rewards, managing communications, escalations, and expectations.
- Drive program readiness, launch coordination, and ongoing optimization across sales, onboarding, installs, CS, billing, and support workflows.
- Track program performance, risks, and dependencies; proactively identify issues and drive resolution without requiring constant oversight.
*Customer & Stakeholder Management*
- Build and maintain strong, trusted relationships with Amazon program owners, operations leaders, and internal teams.
- Lead customer‑facing meetings, status reviews, and program updates with confidence and professionalism.
- Represent the voice of the customer internally, ensuring Amazon requirements and expectations are clearly understood and executed.
*Program & Project Management*
- Own and maintain program plans, timelines, milestones, and action trackers across multiple concurrent Amazon initiatives.
- Coordinate cross‑functional teams (Sales, CS, Product, Ops, Finance, Support) to deliver against program commitments.
- Ensure dependencies, risks, and blockers are surfaced early and driven to closure.
- Support new Amazon pilots, expansions, or operational initiatives beyond Relay Rewards as needed.
*Operational Excellence & Execution*
- Translate high‑level program goals into clear, actionable execution plans.
- Ensure operational processes scale effectively as program volume grows.
- Partner with internal teams to improve tooling, reporting, and workflows tied to Amazon programs.
- Maintain high attention to detail across contracts, SLAs, program requirements, and operational handoffs.
Required Qualifications
- 7+ years of experience in Customer Success, Program Management, Project Management, or Enterprise Account Operations.
- Proven experience managing large, complex enterprise customers , ideally in a B2B SaaS, logistics, transportation, or technology environment.
- Strong customer‑facing presence with the ability to communicate clearly, confidently, and professionally at multiple levels.
- Demonstrated ability to self‑direct, prioritize, and execute in an ambiguous environment with minimal guidance.
- Excellent organizational skills with a track record of managing multiple workstreams simultaneously.
- Comfortable driving accountability across cross‑functional teams without direct authority.
Preferred Qualifications
- Experience supporting Amazon or similarly complex enterprise customers.
- Background in program launches, pilots, or large‑scale rollouts.
- Familiarity with logistics, fleet operations, safety technology, or incentive‑based programs.
- Experience working closely with Product and Engineering teams on customer‑driven initiatives.
Education
- Bachelor’s degree required
Economic Package Includes
- Base Salary + annual bonus eligibility
- Company equity
- Company Paid Health Care, Dental, and Vision Coverage for you and most of your dependents
- Generous PTO and Sick Leave
- 401(K) with generous company match
- Disability, Life Insurance and Ancillary Benefits
- And much more
Additional Information
- This role is located in the United States.
- The salary range for this position is
$110,000—$150,000 USD.
*The hiring company is an equal opportunity employer committed to building a diverse and inclusive team. Applicants only - Recruiting agencies do not contact.*