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. 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.

AWS Canada est à la recherche d'un gestionnaire de la réussite client (CSM) pour se joindre à notre équipe Éditeurs de logiciels indépendants (ISV), un poste à l'intersection de la stratégie technologique, de la transformation des affaires et du partenariat client.

Vous serez responsable du succès d'un portefeuille d'ISV canadiens engagés dans des parcours de transformation pluriannuels en infonuagique, SaaS et intelligence artificielle.

Votre rôle consiste à vous assurer que ces entreprises ne se contentent pas d'adopter AWS, mais qu'elles y bâtissent un avantage concurrentiel. Cela signifie les aider à migrer leurs charges de travail critiques, à accélérer l'adoption de l'IA et des capacités agentiques,



et à traduire leurs investissements technologiques en résultats d'affaires mesurables.

Dans ce rôle, vous mettez en relation les clients ISV avec l'expertise, les programmes et les équipes AWS appropriés, au bon moment, tout en assurant la cohérence au sein d'environnements complexes impliquant de multiples parties prenantes.

Si vous excellez là où la profondeur technique et la stratégie d'affaires se croisent, et que vous souhaitez que votre travail ait un impact visible et durable sur la croissance des entreprises de logiciels les plus innovantes du Canada, ce poste est pour vous.

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, Qualified 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

📌 Customer Success Manager (Transformation Advisor) | Gestionnaire de la réussite client (conseiller en transformation), Independent Software Vendor (ISV)
🏢 Amazon Web Services (AWS)
📍 Toronto