Customer Success Manager – AI Visibility (Amazon & Walmart)

Customer Success Manager – AI Visibility (Amazon & Walmart)

Location: London, UK (Hybrid)

About Azoma.ai

At Azoma.ai, we’re pioneering how global brands optimize for Amazon Rufus, Walmart Sparky, and the next generation of AI-powered search and visibility.

We help enterprise-level e-commerce brands navigate the shift from keyword SEO to LLM-driven visibility — combining marketplace expertise, generative optimization, and data intelligence.

The Role

We’re looking for a Customer Success Manager — a data‑savvy, client‑facing professional who can confidently lead conversations with global e‑commerce brands, translate complex AI visibility metrics into clear strategies, and guide internal teams to deliver measurable outcomes.

You’ll represent Azoma on calls with senior marketing and e‑commerce leads, acting as the bridge between data insights, marketplace optimization, and brand growth.

Reports To

Head of Product & Strategy, AI Visibility

(dotted line to CEO)

What You’ll Do

• Own client relationships for a portfolio of enterprise‑level Amazon and Walmart brands — ensuring retention, satisfaction, and measurable success.
• Lead strategic calls and MBRs — present Rufus/Sparky visibility insights, interpret data dashboards, and make actionable recommendations for growth.
• Translate insights into action — collaborate with internal delivery pods (GEO, marketplace, and analytics specialists) to ensure consistent execution.
• Oversee delivery quality — ensure projects meet timelines, KPIs, and reporting standards; identify risks or scope issues early.
• Drive renewals and expansion — own retention, renewals, and expansion revenue through proactive value demonstration and relationship growth.
• Lead a small cross‑functional pod — coordinate weekly priorities, review deliverables, and maintain alignment across specialists.
• Run executive cadences — oversee weekly workstream check‑ins and quarterly business reviews (QBRs) with brand directors and marketing leads.
• Partner cross‑functionally with Product, Data, and Strategy teams to refine visibility frameworks, tools, and client playbooks.
• Stay ahead of trends in LLM‑driven search, marketplace SEO, and generative optimization — guiding both clients and internal teams.
• Manage risk & scope — maintain an issues/risks log, handle escalations, and ensure client satisfaction throughout delivery.

What You Bring

• 3–4 years in client success, brand management, or account leadership within Amazon, Walmart, or e‑commerce agencies.
• Strong understanding of Amazon SEO, share‑of‑voice, and AI visibility metrics (Rufus recommendation rate, indexing, GEO content performance).
• Proven record of retaining and expanding enterprise‑level clients and managing executive‑level relationships.
• Exceptional communication, storytelling, and presentation skills — you make complex data clear, persuasive, and actionable.
• Experience leading small cross‑functional teams delivering measurable outcomes.
• Familiarity with tools like Helium10, DataDive, SmartScout, PickFu, or equivalent.
• Analytical storytelling ability — you can turn dashboards into strategic decisions.
• Ownership mentality — proactive, accountable, detail‑oriented, and results‑driven.
• Curiosity about how AI and generative search are transforming e‑commerce visibility.

Success Metrics

• Client retention and renewal rate
• Client satisfaction (CSAT) and engagement quality
• Delivery consistency and on‑time project completion
• Clarity of communication on Rufus/Sparky results
• Evidence of visibility improvements (recommendation rate, share‑of‑voice lift)

Ways of Working

• Hybrid London‑based with flexible client call scheduling across EMEA/US time zones.
• Weekly internal stand‑ups; Monthly progress reviews; Quarterly Business Reviews with key clients.
• Close collaboration with Product, Marketplace, and Sales teams.

Why This Role Matters

You’ll be the trusted face of Azoma for some of the world’s most recognized consumer brands — helping them stay discoverable and competitive in an AI‑first search landscape.

Your clarity, curiosity, and relationship strength will directly drive client success, retention, and expansion, shaping how global brands grow through AI Visibility.

Compensation

Competitive base salary + performance‑linked bonus tied to retention, renewals, and expansion outcomes.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Industries

Technology, Information and Media