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

AWS Canada is on the lookout for a Customer Success Manager (Transformation Advisor) to join its Independent Software Vendor (ISV) team in Toronto, Ontario. This is a role at the crossroads of cloud strategy, business transformation, and deep customer partnership — ideal for someone who wants their work to have real, lasting impact on how Canada’s most forward-thinking software companies grow and compete.

You’ll own the success of a portfolio of Canadian ISV accounts as they navigate multi-year journeys across cloud migration, SaaS transformation, and AI adoption. Rather than simply getting customers onto AWS, your mandate is to ensure they build genuine competitive advantage through it — connecting them to the right expertise, programs, and internal teams at precisely the right moment.

About the Role: Customer Success Manager (Transformation Advisor)

Day to day, this role means working backwards from each customer’s strategic milestones to define a clear path to value realization. You’ll lead roadmap-to-outcome alignment sessions, Executive Briefing Sessions, and go-live milestones that accelerate cloud and AI journeys. You’ll help ISVs build the governance structures and data infrastructure needed to sustain long-term transformation — not just check off short-term deliverables. Supporting customers as they adopt generative AI and agentic capabilities is a central part of the mandate, as AI fundamentally reshapes how software is built, delivered, and monetized.

You’ll also serve as the connective tissue between ISV customers and AWS internal teams — Sales, Solutions Architecture, Support, Professional Services, and Partner teams — ensuring coordinated, high-quality engagement. On any given day, you might be facilitating an alignment session between an ISV engineering team and AWS Solutions Architecture, helping a VP of Product build a business case for a core platform migration, or unblocking a stalled workload migration at risk of missing its go-live. Structured delivery, proactive risk management, and rigorous portfolio tracking are table stakes in this position.

Benefits and Salary

The base salary range for this role in Toronto, ON is $99,900 to $166,900 CAD annually. As part of Amazon’s total compensation approach, the package may also include sign-on payments and Restricted Stock Units (RSUs). Final compensation is determined based on experience, qualifications, and location. Amazon offers a comprehensive benefits package including health insurance (medical, dental, vision, prescription, basic life and AD&D insurance), a Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and additional resources to support health and well-being.

Responsibilities

This role carries a broad set of responsibilities spanning customer outcomes, internal orchestration, strategic engagement, and rigorous portfolio management. You’ll be working at director level with customer leadership while simultaneously coordinating complex, multi-stakeholder engagements across AWS. The work requires both technical fluency and strong business acumen — you need to earn the trust of engineers while also influencing executive decision-makers.

• Own customer success 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 AI adoption by helping ISV customers 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 AI and cloud solutions into business cases for senior stakeholders, bridging the gap between technical teams and executive decision-makers
• Manage with rigour by maintaining structured cadence through reporting, tracking, and health monitoring across your entire portfolio
• Proactively identify and mitigate risks — technical, organizational, or commercial — before they escalate, and drive mitigation plans with precision and urgency
• Contribute to internal enablement by sharing learnings from customer engagements and developing repeatable mechanisms to raise the bar for AWS customer success in Canada

Requirements / Skills

The ideal candidate combines technical depth in cloud architecture with the communication skills to operate confidently at the executive level. Amazon is looking for someone who has led complex, large-scale technical programs and who brings a genuine track record of driving customer outcomes — not just managing relationships. Experience working with cloud transformation, SaaS, or AI adoption in a customer-facing capacity is central to this role.

• 5+ years of experience leading large-scale technical or engineering programs, with demonstrated thought leadership, business case development, and successful program delivery
• Customer-facing experience engaging with customer executives, technologists, or partners to solve business problems using advanced technologies
• Cloud transformation expertise, including hands-on experience architecting, migrating, transforming, or modernizing workloads to the cloud
• AWS certification (e.g., AWS Solutions Architect) or equivalent cloud technology certification is preferred

How to Apply

To apply for this Customer Success Manager position with Amazon Web Services Canada, use the official application link below. Ensure your resume is up to date and reflects your relevant cloud, SaaS, or transformation experience before submitting.

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