Customer Success Manager (Transformation Advisor) | Gestionnaire de la réussite client (conseiller en transformation), Independent Software Vendor (ISV)
Amazon · CA
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About the Role
AWS Canada is seeking a Customer Success Manager (CSM) for its Independent Software Vendor (ISV) team. This role is at the intersection of technology strategy, business transformation, and customer partnership, focusing on guiding Canadian ISVs through multi-year cloud, SaaS, and AI transformation journeys to build competitive advantage on AWS.
Responsibilities
- Own the success of a portfolio of ISV accounts, defining and executing a clear path to value realization.
- Lead roadmap-to-outcome alignment sessions, Executive Briefing Sessions, and go-live milestones.
- Help ISVs build governance, operating models, and data infrastructure for long-term transformation.
- Support customers in adopting generative AI and agentic capabilities.
- Serve as the connective tissue between ISV customers and AWS teams (Sales, Solutions Architecture, Support, Professional Services, Partner teams).
- Contribute to account planning, translating strategic goals into executable actions.
- Identify and remove systemic barriers that slow customer progress.
- Lead director-level engagements, co-innovation workshops, and strategic planning sessions.
- Help translate complex AI and cloud solutions into business cases for senior stakeholders.
- Support customers through critical decision points like workload migration sequencing and AI adoption strategy.
- Maintain structured cadence through reporting, tracking, and health monitoring.
- Apply structured delivery mechanisms and measurement frameworks to ensure customers realize value.
- Proactively identify risks and drive mitigation plans.
- Challenge conventional thinking and take initiative on customer challenges.
- Bring the best of AWS and Amazon to customers, connecting them to emerging capabilities and expertise.
- Contribute to repeatable mechanisms and internal enablement by sharing learnings.
Requirements
- 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.
- For Quebec location: fluency in French and English is required.
Skills
- 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
Location
- Canada, Ontario, Toronto
- Canada, Quebec, Montreal
Work Type
- Full-time
Experience Level
- 3+ years of IT and/or Management Consulting experience
- 2+ years of leading large-scale, technical or engineering programs
Salary/Compensations
- 99,900.00 - 166,900.00 CAD annually
Benefits
- Health insurance (medical, dental, vision, prescription, basic life & AD&D insurance)
- Registered Retirement Savings Plan (RRSP)
- Deferred Profit Sharing Plan (DPSP)
- Paid time off
- Other resources to improve health and well-being
- Sign-on payments
- Restricted stock units (RSUs)
About the Company
- 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.
Equal Opportunity
- Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.