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

AWS Canada is seeking a Customer Success Manager (Transformation Advisor) to join its Independent Software Vendor (ISV) team in Toronto, Ontario. This is a senior, strategic role that sits at the intersection of cloud technology, business transformation, and customer partnership — built for someone who can operate with equal confidence in a boardroom and a technical architecture review.

You’ll own a portfolio of Canadian ISVs navigating multi-year journeys in cloud migration, SaaS modernization, and AI adoption. Your mandate isn’t just adoption — it’s helping these software companies build lasting competitive advantage on AWS. If you enjoy connecting strategy to execution across complex, multi-stakeholder environments, this role delivers exactly that.

About the Role: Customer Success Manager (Transformation Advisor)

As a Customer Success Manager within the AWS ISV team, you’ll serve as the primary success owner for a portfolio of Canadian software companies. That means driving cloud and AI transformation outcomes, leading executive-level engagements, and orchestrating resources across AWS teams — including Sales, Solutions Architecture, Support, Professional Services, and Partner teams — to deliver coordinated, high-quality results for your customers.

This role demands both technical fluency and business acumen. You’ll help customers translate complex AWS capabilities into measurable business outcomes, bridge the gap between engineering teams and executive decision-makers, and proactively identify and mitigate risks — technical, organizational, and commercial — before they become escalations. You’ll also contribute internally by building repeatable mechanisms and sharing learnings that raise the bar for customer success delivery across AWS Canada.

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 based on experience, qualifications, and location. Benefits include health insurance (medical, dental, vision, prescription, basic life and AD&D), a Registered Retirement Savings Plan (RRSP), a Deferred Profit Sharing Plan (DPSP), paid time off, and additional resources to support health and well-being.

Responsibilities

Day to day, this role balances strategic leadership with hands-on execution. You’ll guide ISV customers through critical technology decisions, facilitate cross-functional alignment, and keep transformation programmes on track — all while managing a structured portfolio with clear reporting cadences and health monitoring. These responsibilities reflect the depth and breadth of impact this role is expected to deliver.

• Own customer outcomes across 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
• Support generative AI and agentic capability adoption, helping ISVs leverage emerging technologies that are reshaping how software is built, delivered, and monetized
• Orchestrate across AWS teams — Sales, Solutions Architecture, Support, Professional Services, and Partner teams — ensuring coordinated, high-quality engagement throughout the customer lifecycle
• Lead director-level engagements and co-innovation workshops with Product, Engineering, and Technology leadership within ISV accounts
• Translate complex AI and cloud solutions into compelling business cases for senior stakeholders, bridging the gap between technical teams and executive decision-makers
• Maintain structured portfolio governance through reporting, health monitoring, and measurement frameworks that ensure customers realize the value of their AWS investment
• Proactively identify and mitigate risks — technical, organizational, or commercial — before they escalate, with precision and urgency when escalation is required
• Contribute internally by building repeatable mechanisms and sharing learnings from customer engagements to continuously raise the bar for customer success delivery in Canada

Requirements / Skills

The ideal candidate brings a strong blend of IT or management consulting experience and a track record of delivering measurable results in complex, customer-facing technical environments. AWS values candidates who can operate credibly at both the executive and engineering levels, and who are motivated by the kind of long-term, transformational work that leaves a real mark on their customers’ growth.

• 3+ years of IT and/or Management Consulting experience demonstrating business strategy and technology advisory capabilities
• 2+ years leading large-scale technical or engineering programmes with a proven record in thought leadership, business case development, and successful programme completion
• Customer-facing experience engaging with executives, technologists, or partners to solve complex business problems using advanced technologies
• Cloud or AWS certification (e.g., AWS Solutions Architect or equivalent) is considered a strong asset
• Experience architecting, migrating, transforming, or modernizing customer workloads to the cloud is preferred
• Bilingualism in French and English is required for candidates applying to a Quebec-based position

How to Apply

To apply, visit the official Amazon job posting using the link below. Make sure your resume is up to date and tailored to highlight your cloud, customer success, and programme leadership experience before submitting.

Share This Opportunity

Know someone who might be interested? Share this job posting and help them join Amazon in Toronto.