Customer Success Manager (Transformation Advisor) – Amazon – Toronto, ON

At the crossroads of cloud strategy, AI transformation, and enterprise customer success, Amazon Web Services (AWS) Canada is hiring a Customer Success Manager (CSM) – Transformation Advisor to join its Independent Software Vendor (ISV) team in Toronto, Ontario. This is a senior, high-impact role where your work shapes how Canada’s most innovative software companies grow on AWS — not just as a technology platform, but as a competitive advantage.

In this position, you’ll own a portfolio of Canadian ISV accounts navigating multi-year journeys across cloud migration, SaaS transformation, and AI adoption. You’ll connect the dots between technical teams and executive decision-makers, orchestrate resources across AWS, and ensure your customers move from ambition to measurable outcomes.

About the Role: Customer Success Manager (Transformation Advisor)

This role is fundamentally about owning outcomes. You’ll work backwards from each ISV customer’s strategic milestones to design and execute a clear path to value realization. Whether you’re co-facilitating a roadmap alignment session, supporting a critical workload migration, or helping a VP of Product build the business case for adopting generative AI, your goal is to turn technology investments into real business results.

You’ll serve as the connective tissue between ISV customers and the full breadth of AWS teams — Sales, Solutions Architecture, Support, Professional Services, and Partner teams. Success in this role requires balancing technical credibility with executive-level communication, and managing complexity across multi-stakeholder environments with structure, rigour, and urgency.

Benefits and Salary

Amazon offers a comprehensive total compensation package that may include sign-on payments and Restricted Stock Units (RSUs) in addition to base salary. Final compensation is determined by experience, qualifications, and location. Benefits include health insurance (medical, dental, vision, prescription, and basic life & AD&D coverage), a Registered Retirement Savings Plan (RRSP), a Deferred Profit Sharing Plan (DPSP), paid time off, and additional wellness resources to support your overall health and well-being.

Responsibilities

As a Customer Success Manager on the ISV team, your day-to-day blends strategic advisory work with hands-on programme management across a portfolio of high-growth Canadian software companies. You’ll lead complex engagements, manage escalations, and help customers unlock the full value of their AWS investment — all while raising the bar internally for how AWS delivers customer success.

• Own customer outcomes across a portfolio of ISV accounts, working backwards from each customer’s strategic milestones to define 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
• Support AI adoption by helping ISVs integrate generative AI and agentic capabilities that are reshaping how software is built, delivered, and monetized
• Orchestrate across AWS teams — Sales, Solutions Architecture, Support, Professional Services, and Partners — ensuring coordinated, high-quality customer engagement
• Lead director-level engagements, co-innovation workshops, and strategic planning sessions with Product, Engineering, and Technology leadership within ISV accounts
• Translate complex cloud and AI solutions into executive-level business cases, bridging the gap between technical teams and senior decision-makers
• Maintain structured portfolio health monitoring, applying measurement frameworks to track value realization and proactively identify risks before they become escalations
• Contribute repeatable mechanisms and internal enablement by sharing learnings from customer engagements to raise the bar for how AWS delivers success across Canada

Requirements / Skills

The right candidate brings a rare combination of technical credibility and business strategy acumen — someone who can earn the trust of engineers while articulating business value to executives. AWS is looking for a self-starter who thrives in complex, multi-stakeholder environments and takes genuine ownership of customer outcomes.

• 5+ years of IT and/or Management Consulting experience, demonstrating a track record of strategic impact
• 3+ years leading large-scale technical or engineering programmes with proven delivery including thought leadership, business case development, and successful completion
• Customer-facing experience engaging with executives, technologists, or partners to solve business problems using advanced technologies
• Cloud or AWS certification (e.g., AWS Solutions Architect) is an asset, as is hands-on experience with cloud architecture, migration, or modernization
• Experience with cloud migration, SaaS transformation, or AI adoption programmes — understanding how software companies evolve their platforms and business models
• Bilingual in French and English is required for any Quebec-based candidate, given the need for cross-entity and cross-province interaction

How to Apply

To apply, visit the official Amazon job posting using the link below. Make sure your resume is up to date and reflects your experience in customer success, cloud strategy, and technical programme management before submitting.

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