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

Full 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.

In this role you are connecting ISV customers to the right AWS expertise, programs, and teams at the right time, and holding the thread across complex, multi-stakeholder environments.

If you thrive where technical depth and business strategy intersect, and you want your work to have visible, lasting impact on how Canada's most innovative software companies grow, then this role is for you.

Key job responsibilities Drive Customer Outcomes

• 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, not just hit short-term milestones
• Support customers in adopting generative AI and agentic capabilities that are reshaping how software is built, delivered, and monetized

Orchestrate Across AWS

• Serve as the connective tissue between ISV customers and AWS teams (Sales, Solutions Architecture, Support, Professional Services, and Partner teams) ensuring coordinated, high-quality engagement
• 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 Strategic Engagements

• 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, bridging the gap between technical teams and executive decision-makers
• Support customers through critical decision points: workload migration sequencing, AI adoption strategy, SaaS architecture evolution

Manage with Rigor

• Maintain structured cadence through reporting, tracking, and health monitoring across your portfolio
• Apply structured delivery mechanisms and measurement frameworks to ensure customers realize the value of their AWS investment
• Proactively identify risks (technical, organizational, or commercial) and drive mitigation plans before they become escalations

Raise the Bar Internally

• Challenge conventional thinking and take initiative on customer challenges, bringing new ideas, tools, and mechanisms to problems
• Bring the best of AWS and Amazon to customers, proactively solving problems by connecting them to emerging capabilities, programs, and expertise they may not know exist
• Contribute to repeatable mechanisms and internal enablement, sharing learnings from your customer engagements to help raise the bar for how AWS delivers customer success in Canada.

About the team You don't need to build cloud infrastructure, but you need to understand it well enough to earn the trust of the engineers who do.

On any given day, you might help a VP/Director of Product at a Canadian SaaS company understand the business case for migrating their core platform to AWS, facilitate an alignment session between an ISV's engineering team and AWS Solutions Architecture, or work with your internal team to unblock a stalled migration that's at risk of missing its go-live milestone.

You'll be working with some of Canada's most innovative software companies at a pivotal moment, when AI is fundamentally changing how software is built, delivered, and monetized. If you thrive in environments where technical depth and clear communication are equally valued, this role is for you.

Basic Qualifications

• 5+ years of IT and/or Management Consulting experience
• 4+ 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
• 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. 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. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, ON, Toronto - 126,000.00 - 210,400.00 CAD annually

5+ years of IT and/or Management Consulting experience 4+ 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 Experience in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies