Senior Customer Success Manager, US Consumer Broadband Funding Programs, Amazon Leo - US Consumer

Amazon is seeking a Senior Customer Success Manager to lead consumer broadband funding programs, focusing on the Broadband Equity, Access, and Deployment (BEAD) program. This role involves managing relationships with State Broadband Offices across the US to ensure program success and drive measurable impact for underserved communities.

Responsibilities:

• Serve as the primary relationship owner for state broadband offices, managing ongoing engagement, expectation-setting, and issue resolution to ensure Amazon Leo is a trusted and responsive partner throughout program lifecycle
• Own the end-to-end customer success motion for consumer broadband funding broadband programs — from onboarding and deployment planning through compliance reporting, performance reviews, and long-term program health
• Develop and maintain data-driven customer success plans that align state partner goals with Amazon Leo’s deployment capabilities, identifying risks early and driving timely resolution across internal and external stakeholders
• Lead cross-functional coordination across Legal, Finance, Technical Operations, Compliance, to ensure customer commitments are met and program obligations are fulfilled on schedule
• Build scalable mechanisms for tracking customer health, program status, and contract milestones across a portfolio of state partnerships, providing clear visibility to senior leadership on progress, blockers, and outcomes
• Serve as the voice of the customer internally — synthesizing feedback from state partners, surfacing systemic issues, and driving changes to processes, tools, and products that improve the customer experience at scale
• Prepare concise program updates, performance readouts, and decision memos for senior leadership, translating complex program dynamics into clear recommendations and tradeoff analyses
• Track policy, regulatory, and competitive developments in the consumer broadband funding landscape and translate insights into actionable adjustments to customer success strategies and engagement plans
• Actively mentor peers and contribute to the development of the broader Amazon Leo team

Requirements:

• Experience managing executive customer relationships and key business stakeholders
• 6+ years of experience in customer success, account management, or program management, preferably in telecommunications, technology, or public sector environments
• Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum
• 3+ years of working directly with government officials and regulatory bodies experience
• Master's degree in Business Administration or a related field
• Ability to manage a large portfolio of customer relationships simultaneously, with strong prioritization and organizational skills
• Strong analytical skills with experience using data to drive customer success plans and measure program outcomes