Customer Success Manager (Transformation Advisor), Independent Software Vendor (ISV)
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
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 dont 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 Canadas 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 customers 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 customers 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 dont 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 ISVs engineering team and AWS Solutions Architecture or work with your internal team to unblock a stalled migration thats at risk of missing its go-live milestone.
Youll be working with some of Canadas 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.
- 5 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
- Experience architecting migrating transforming or modernizing customer requirements to the cloud
- AWS certification such as AWS Solutions Architect or a similar cloud certification or Cloud Technology Certification
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
CAN ON Toronto - 99900.00 - 166900.00 CAD annually
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 dont 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 Canadas 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 customers 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 customers 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 dont 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 ISVs engineering team and AWS Solutions Architecture or work with your internal team to unblock a stalled migration thats at risk of missing its go-live milestone.
Youll be working with some of Canadas 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.
- 5 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
- Experience architecting migrating transforming or modernizing customer requirements to the cloud
- AWS certification such as AWS Solutions Architect or a similar cloud certification or Cloud Technology Certification
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The base salary range for this position is listed below. As a total compensation company Amazons 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 - 99900.00 - 166900.00 CAD annually
Required Experience:
Manager
Key Skills
About Company
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