Customer Success Manager (Transformation Advisor)

Amazon; Toronto; On-site; CAD 120,000 - 160,000; Full time

Benefits offered by this job

RSUs

Health insurance

Job summary

AWS Canada is seeking a Customer Success Manager to own a portfolio of Canadian ISVs, guiding multi-year cloud, SaaS, and AI transformation journeys and translating technology investments into measurable business outcomes.

You will lead roadmap-to-value sessions, drive go-live milestones, and collaborate with Sales, Solutions Architecture, Support, and Partners to ensure sustained value realization for senior stakeholders.

Qualifications

• 5+ years of IT and/or Management Consulting experience.
• 3+ years leading large-scale technical or engineering programs.
• Experience engaging with customer executives, technologists or partners to solve business problems with advanced technologies.

Responsibilities

• Own the success of a portfolio of ISV accounts, working backwards from each customer's strategic milestones to define and execute a clear path to value realization
• Lead roadmap-to-outcome alignment sessions, Executive Briefing Sessions, and go-live milestones that accelerate each customer's cloud and AI journey
• Help ISVs build the governance, operating models, and data infrastructure needed to sustain long-term transformation
• Support customers in adopting generative AI and agentic capabilities reshaping how software is built, delivered, and monetized
• Serve as the connective tissue between ISV customers and AWS teams (Sales, Solutions Architecture, Support, Professional Services, and Partner teams)
• Contribute to account planning, translating strategic goals into executable actions with clear ownership and timelines
• Lead director-level engagements, co-innovation workshops, and strategic planning sessions with Product, Engineering, and Technology leadership
• Help translate complex AI and cloud solutions into business cases for senior stakeholders
• Maintain structured cadence through reporting, tracking, and health monitoring across your portfolio
• Proactively identify risks (technical, organizational, or commercial) and drive mitigation plans

Skills

IT/Management Consulting

Program leadership

Customer-facing engagement

Job description

AWS Canada is looking for a Customer Success Manager (CSM) to join our Independent Software Vendor (ISV) team, a role at the intersection of technology strategy, business transformation, and customer partnership.

You will own the success of a portfolio of Canadian ISVs navigating multi-year cloud, SaaS, and AI transformation journeys. Your job is to ensure these companies don't just adopt AWS; they build competitive advantage on it. That means helping them migrate critical workloads, accelerate AI and agentic capability adoption, and translate their technology investments into measurable business outcomes.

Key Responsibilities

• Own the success of a portfolio of ISV accounts, working backwards from each customer's strategic milestones to define and execute a clear path to value realization
• Lead roadmap-to-outcome alignment sessions, Executive Briefing Sessions, and go-live milestones that accelerate each customer's cloud and AI journey
• Help ISVs build the governance, operating models, and data infrastructure needed to sustain long-term transformation
• Support customers in adopting generative AI and agentic capabilities reshaping how software is built, delivered, and monetized
• Serve as the connective tissue between ISV customers and AWS teams (Sales, Solutions Architecture, Support, Professional Services, and Partner teams)
• Contribute to account planning, translating strategic goals into executable actions with clear ownership and timelines
• Lead director-level engagements, co-innovation workshops, and strategic planning sessions with Product, Engineering, and Technology leadership
• Help translate complex AI and cloud solutions into business cases for senior stakeholders
• Maintain structured cadence through reporting, tracking, and health monitoring across your portfolio
• Proactively identify risks (technical, organizational, or commercial) and drive mitigation plans

Required Qualifications

• 5+ years of IT and/or Management Consulting experience
• 3+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion
• Experience in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies

Preferred Qualifications

• Cloud Technology Certification, or AWS certification, such as AWS Solutions Architect, or a similar cloud certification
• Experience architecting, migrating, transforming or modernizing customer requirements to the cloud

Benefits

Amazon offers a comprehensive total compensation package that may include sign-on payments and Restricted Stock Units (RSUs). Benefits include health insurance (medical, dental, vision, prescription, basic life and AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other wellness resources.

5+ years of IT and/or Management Consulting experience; 3+ years leading large-scale technical or engineering programs; experience engaging with customer executives, technologists or partners to solve business problems with advanced technologies; AWS or cloud certification preferred