About Online Seller Solutions:

Online Seller Solutions is an Amazon Operational Intelligence partner for institutional operators, portfolio owners, and complex multi-brand businesses. We help enterprise clients govern Amazon as a critical business system by installing operational control, reducing irreversible risk, and enabling internal teams through structured expertise, judgment, and governance frameworks.

We work globally with brands, aggregators, and investment-backed operators to protect enterprise value, stabilize fragile Amazon operations, and build repeatable, defensible infrastructure inside Amazon’s ecosystem.

Role Overview:

The Customer Success & Strategy Lead is a senior, client-facing role responsible for defining, elevating, and sustaining the enterprise-grade service architecture and client experience of Online Seller Solutions.

This role sits at the intersection of service design, corporate communication, and strategic account leadership. The person in this position ensures that the company’s existing operational capabilities are consistently articulated, governed, and experienced at an institutional level across all client interactions.

You will work closely with leadership, operations, marketing, and account teams to ensure that the company’s services, communications, and reporting meet enterprise expectations and support long-term, high-trust client relationships.

This is an execution and strategic role centered on deep customer obsession, understanding the client’s internal context, decision-making environment, and accountability pressures to ensure the company delivers clarity, confidence, and legitimacy at every touchpoint.

This role also plays a critical part in protecting client continuity and institutional trust during high-pressure scenarios, including periods of elevated risk, client transitions, or concentrated account changes.

Key Responsibilities:

Enterprise Service Architecture and Value Framing:

• Define and evolve the company’s enterprise service architecture by formalizing how existing capabilities are structured, framed, and delivered for institutional clients.
• Ensure each service offering is clearly positioned in terms of governance, risk mitigation, and enterprise value.
• Maintain clarity around service scope, intent, and boundaries to avoid task-based or transactional interpretations.

Corporate and Executive Communication:

• Own the language, tone, and structure of all customer-facing communications, including proposals, executive reports, diagnostics, and strategic updates.
• Translate complex operational and technical work into clear, defensible executive narratives that clients can confidently share internally.
• Ensure consistency across marketing messaging, sales conversations, service delivery, and client reporting.

Enterprise Relationship and Stakeholder Management:

• Act as the primary strategic counterpart to senior client stakeholders, including Ops Leads, Directors, and Portfolio Managers.
• Build and maintain long-term, high-trust relationships grounded in credibility, transparency, and customer obsession.
• Anticipate client risks, concerns, and internal constraints to proactively shape communication and service framing.
• Protect and strengthen client relationships by ensuring the company consistently meets enterprise standards of professionalism and accountability.

Risk, Contingency and Client Continuity Management:

• Support leadership during high-risk or high-pressure periods by helping structure contingency plans related to client retention, account transitions, and service continuity.
• Frame complex or sensitive client situations with clarity, professionalism, and executive-level judgment.
• Help stabilize client relationships during moments of uncertainty through disciplined communication and expectation management.
• Identify early warning signals in client relationships and escalate risks before they materialize into churn.

Internal Alignment and Orchestration:

• Collaborate closely with operations, customer success, and leadership to align execution with promised enterprise value.
• Bridge the gap between technical execution and executive understanding.
• Identify and resolve misalignment before it impacts the client experience.

Ideal Candidate:

Professional Background:

• Experience in service design, strategic consulting, corporate communications, enterprise customer success, or value creation roles.
• Prior exposure to B2B enterprise environments, professional services, SaaS, consulting firms, or institutional clients.
• Experience working directly with senior stakeholders (Directors, VPs, or equivalent).

Skills and Experience:

• Strong service design and enterprise value-framing capabilities.
• Proven experience in corporate or executive-level communication.
• Ability to translate complex, technical concepts into structured, high-level narratives.
• Strong stakeholder management and relationship-building skills.
• Experience working in agency environments serving multiple clients simultaneously, with exposure to complex stakeholder management, competing priorities, and high-pressure delivery contexts.
• Deep customer obsession with a focus on long-term trust, clarity, and institutional credibility.
• Comfortable collaborating across marketing, operations, and account management functions.

Language and Availability:

• Excellent written and spoken English, with the ability to communicate confidently at an executive level.
• Availability for a full-time role.

Mindset:

• High judgment and autonomy; comfortable making decisions without constant guidance.
• Strategic thinker with a strong sense of responsibility for client outcomes.
• Calm, structured, and reliable under pressure.
• Oriented toward building durable systems, not one-off outputs.

Compensation:

Compensation for this role ranges between $1,200 to $1,500 USD per month.

Final compensation will be discussed with shortlisted candidates based on demonstrated experience operating in institutional, client-facing environments.

Why join us?

• Play a central role in shaping how institutional clients experience and justify the company’s value.
• Work directly with leadership on high-impact, strategic initiatives.
• Build long-term relationships with sophisticated, high-stakes clients.
• Be part of a focused, high-caliber team that values clarity, judgment, and customer obsession over volume and noise.
• Contribute to the evolution of the company as a trusted Amazon Operational Intelligence partner.