Customer Success Specialist

Envision Horizons is a global marketplace growth agency specializing in Amazon, Walmart, and other major retail media networks. Our team helps brands build awareness, capture market share, and drive profitability through data-driven strategy and execution.

We believe high-performing teams are built on trust, curiosity, and the power of collective expertise. As a leading force in global eCommerce acceleration, our diverse, tech-driven professionals don’t just react to the industry; they shape it. By fusing ambitious thinking with compassion, we deliver exceptional client outcomes while making space for every individual to create, grow, and genuinely thrive. Each team member influences our evolution, enjoying flexibility and support unmatched by larger organizations. Here, your impact is real, your ideas matter, and your career trajectory is limitless.​​

Role Overview
We’re seeking an experienced and detail-oriented Customer Success Specialist to own day-to-day operations and client success across Amazon (and, when applicable, Walmart Marketplace). In this role, you’ll manage product catalogs, monitor account health, prevent suspensions, and proactively drive performance through structured communication, reporting, and cross-functional coordination. You’ll translate client conversations into clear action plans, keep internal teams on track, and ensure brands show up accurately, competitively, and consistently in the marketplace. The ideal candidate is a strong communicator, deeply knowledgeable about Amazon’s systems and policies, and thrives in a fast-paced e‑commerce and client-facing environment. Experience with Walmart Marketplace and customer success workflows is a plus.
How You’ll Make an Impact

Account Health & Operations

• Monitor account health, listing performance, Buy Box status, and key KPIs, proactively flagging anomalies to the Media team or Account Manager.

• Resolve listing, inventory, and compliance issues; open and manage cases with Amazon Support to prevent suspensions and maintain strong account standing.

• Set up and coordinate FBA shipments and maintain inventory and replenishment reporting to reduce stock-outs and operational disruptions.

Catalog & Optimization

• Maintain, update, and optimize product catalogs on Amazon, including bulk uploads, backend changes, and product feed troubleshooting.

• Conduct keyword research to inform listing optimization and media strategy.

• Monitor competitors’ pricing, creative, placements, and marketplace strategy to identify opportunities and risks for each brand.

Project Management & Cross-Functional Coordination

• Review client call notes/transcriptions and translate discussion points into clear tasks, owners, and timelines in Asana (or similar tools).

• Own timelines and follow up with cross-functional teams (Paid Search, Creative, etc.) to ensure deliverables are completed on schedule.

• Track progress against client goals and internal milestones, keeping stakeholders informed of status, risks, and next steps.

Client Communication & Reporting

• Build recurring performance reports and maintain client dashboards, trackers, and required reporting sheets.

• Draft clear, concise client updates via email and Slack, proactively sourcing answers from internal experts and partnering with the Account Manager on final messaging.

• Support QBR development, including data aggregation, slide preparation, and narrative that connects performance results to strategy and future plans.

• Monitor Voice of Customer and other feedback signals, responding when appropriate and surfacing insights that inform catalog, operations, and product decisions.

What Sets You Apart

• Strong English proficiency, with clear, professional written and verbal communication skills for working with clients and internal teams.

• At least two years of Amazon marketplace experience (required).

• Advanced Amazon catalog and backend skills, including bulk uploads, product feed troubleshooting, and familiarity with Voice of Customer and Account Health dashboards.

• Strong understanding of Amazon policies, listing guidelines, Buy Box dynamics, and best practices for account health and suspension prevention.

• Experience in customer success or account coordination roles, with a track record of managing timelines, reporting, and client communication in e‑commerce or marketing environments.

• Proficient with MS Office and/or Google Workspace, plus comfort with Asana (or similar PM tools) and Slack for cross-functional coordination.

• Excellent communication, organization, and time management skills; detail-oriented, proactive, and comfortable managing multiple priorities across global teams.

• Bachelor’s degree or equivalent experience.

• Genuine enthusiasm for e‑commerce, marketplace growth, and partnering with diverse clients and brands to drive long-term success.

Why Envision Horizons?

• Culture-Driven: Our values: Be a Leader, Get It Done, Be Inquisitive, and Have Humility, are more than words. They’re the foundation of every win and the reason our team stays and grows.

• Empowered Growth: With open leadership, mentorship, and real opportunities for upskilling and career pathing, your ambition won’t hit a ceiling here.

• Opportunity for Impact: Small enough that your voice matters and big enough to work with the world’s most exciting brands.

• True Flexibility: Design your workday around life, wherever you are, with both remote autonomy and collaborative energy.

Envision Horizons is committed to building an inclusive environment for people of all backgrounds, and everyone is encouraged to apply. Envision Horizons is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

Important Notice: Recruitment Fraud Warning
Envision Horizons has recently been made aware of fraudulent recruiting activities involving individuals falsely claiming to represent our company. Please note that we never ask candidates for personal financial information, money, or payments at any stage of the hiring process. We also do not use Telegram or other informal messaging apps for interviews or official recruitment communication. All legitimate communication from our recruitment team will come from an email address ending in @envisionhorizons.com, and interviews are conducted only through our official channels, including email and Ashby, our recruitment platform. If you are contacted by someone claiming to represent Envision Horizons and the communication seems suspicious, please do not share any personal information or send any money. Instead, report the incident by emailing [email protected] so appropriate action can be taken. Your safety and trust are our priority.