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Customer Success Manager Interview Prep

At Amazon, our goal is to be the world’s most customer-centric company by delivering innovative products, services, and ideas. The Customer Success Manager (CSM) interview is designed to identify candidates who have the functional proficiency, behavioral skills, and cultural fit required to help us achieve this mission.

What does a Customer Success Manager (CSM) do at Amazon?

Customer Success Managers work with our vendor partners. CSMs influence growth through value, selection, and convenience across their vendor’s Amazon.com businesses and improve end-customer experience. CSMs provide data-driven, strategic insights and ensure high operational standards. The personal engagement that our CSMs provide is key to developing, influencing, and implementing strategic business plans with our vendors.

  • Strategic

    CSMs think strategically, identifying and advising on vendor priorities across marketing, merchandising, and supply chain.

  • Communicative

    CSMs communicate effectively with team members, stakeholders, and customers.

  • Results-driven

    CSMs deliver high-quality results that meet or exceed expectations.

  • Data-driven

    CSMs use data to drive strategies and decisions.

  • Customer-obsessed

    CSMs innovate by starting with the customer and working backwards.

The process

The interview process may vary by level and team. Generally, to be considered for a CSM role, you must first submit a job application. If you meet the basic qualifications for the role, you may be asked to complete an online assessment. Depending on the outcome of the online assessment, you may be asked to complete a phone screening. If your phone screening is successful, a recruiter will contact you to arrange an interview loop.

  • Job Application

  • Online Assessment

  • Phone Screening

  • Interview Loop

  • Interview Outcome (within 5 business days)

Phone screening

Your phone screening will be with a potential peer or senior leader on our team. It will last 60 minutes. The phone interview will cover behavioral-based interview questions that focus on our Leadership Principles, as well as functional questions that relate to your experience.

Interview loop

Your loop will include four to five 60-minute interviews where you’ll meet with members of our customer service community.

You’ll have the chance to discuss your experiences and expertise in several areas that help us determine success at Amazon.

A significant portion of the conversation will focus on how you’ve demonstrated our Leadership Principles in your past jobs. This is because past behavior is an indicator of future success. We won’t ask brain teasers. Instead, we’ll focus on the ‘what’ and ‘how’ of your experiences, as well as the ‘why’ of your decisions.

View video transcript

Learn more about interviewing at Amazon

How to prepare

First, think about your most memorable experiences in your previous jobs and recall specific details. Amazon is a data-driven company, so your answers should include metrics or data where applicable. Then, consider how you applied the Leadership Principles in your experiences.

Have examples that showcase your expertise and demonstrate how you’ve taken risks, succeeded, failed and grown. Make sure your answers are well-structured. Use the STAR method to frame your responses.

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Amazon culture

We’re a company that brings a wide range of perspectives to inventing on behalf of our customers. These include race, ethnicity, gender, age, physical and mental ability, sexual orientation, religious beliefs, culture, language, and education, as well as professional and life experience. We’re committed to diversity, equity, and inclusion.

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