Customer Success Manager (Transformation Advisor), Independent Software Vendor (ISV)

Amazon; Toronto; On-site; CAD 100,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Registered Retirement Savings Plan (RR

Restricted stock units (RSUs)

Paid time off

Job summary

Amazon in Canada seeks a Customer Success Manager (CSM) for the ISV team to steer multiple Canadian software vendors through multi-year cloud, AI, and transformation journeys. You will drive value realization, governance, and business outcomes while coordinating with AWS sales, architecture, and services to accelerate adoption and monetization of cloud and AI investments.

You will partner with senior client stakeholders to translate strategic goals into concrete roadmaps, milestones, and

Qualifications

• 3+ years of IT and/or Management Consulting experience.
• 2+ years of leading large-scale, technical or engineering programs with demonstrated outcomes.
• Experience in customer-facing work with executives, technologists, or partners.

Responsibilities

• Own a portfolio of ISV accounts and define a value-based path.
• Lead roadmap-to-outcome alignment sessions and go-live milestones.
• Help ISVs build governance, operating models, and data infrastructure for long-term transformation.
• Support adoption of generative AI and agentic capabilities.
• Bridge ISV customers with AWS Sales, Solutions Architecture, Support, and Services teams.
• Translate strategic goals into executable actions with clear ownership and timelines.
• Identify and remove barriers to progress with urgency where needed.
• Lead director-level engagements and co-innovation workshops with leadership.
• Translate AI and cloud solutions into business cases for senior stakeholders.
• Maintain cadence through reporting and health monitoring across the portfolio.

Skills

IT/Management Consulting

Program leadership

Executive 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 that are 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
• Identify and remove systemic barriers that slow customer progress, escalating with precision and urgency when needed
• Lead director-level engagements, co-innovation workshops, and strategic planning sessions with Product, Engineering, and Technology leadership within ISV accounts
• 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 before they become escalations
• Contribute to repeatable mechanisms and internal enablement, sharing learnings from customer engagements

Basic Qualifications

• 3+ years of IT and/or Management Consulting experience
• 2+ 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 comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. Compensation package may include sign-on payments and restricted stock units (RSUs).

3+ years of IT and/or Management Consulting experience; 2+ years leading large-scale technical or engineering programmes; experience in customer-facing roles engaging with executives and technologists; AWS or cloud certification preferred; experience architecting, migrating, or modernizing workloads to the cloud preferred