Senior Customer Success Manager – Amazon Web Services – Canada

AWS Canada is hiring a Senior Customer Success Manager (CSM) to join its Independent Software Vendor (ISV) team — a uniquely strategic role at the crossroads of cloud technology, AI transformation, and deep customer partnership. If you’re energized by helping Canada’s most forward-thinking software companies unlock real, measurable competitive advantage on Amazon Web Services, this is a role worth exploring.

You’ll own a focused portfolio of one to five strategic Canadian ISV accounts, working closely with executive stakeholders to drive multi-year cloud, SaaS, and AI transformation journeys. The work spans executive engagement, program management, business case development, and connecting customers with the right AWS expertise at the right moment — all in service of tangible, lasting outcomes.

About the Role: Senior Customer Success Manager, ISV

This isn’t a traditional account management role. As a Senior CSM on the ISV team, you act as the strategic thread connecting your customers’ business objectives to AWS capabilities, internal teams, and delivery approaches. You’ll lead executive-level engagements (VP and above), facilitate co-innovation workshops, and help ISVs navigate pivotal decisions around workload migration, AI adoption strategy, and SaaS architecture evolution. On any given day, that might mean helping a VP of Product build the business case for a core platform migration, or unblocking a stalled migration that’s at risk of missing its go-live milestone.

Collaboration is central to this role. You’ll serve as the connective tissue between ISV customers and AWS internal teams — including Sales, Solutions Architecture, Support, Professional Services, and Partner teams — ensuring coordinated, high-quality engagement. You don’t need to be hands-on building cloud infrastructure, but you do need enough technical depth to understand customer environments, empathize with their challenges, and propose pragmatic solutions.

Benefits and Salary

Amazon offers a comprehensive total compensation package for this role. While specific salary figures are not listed in this posting, AWS is known for competitive base salaries complemented by sign-on bonuses, restricted stock units (RSUs), and a robust benefits programme that includes health, dental, and vision coverage, as well as employee assistance programmes and career development resources. Amazon is committed to inclusive workplace accommodations throughout the hiring process for candidates who require support.

Responsibilities

The Senior Customer Success Manager role carries a broad mandate — from owning customer outcomes to raising the bar internally at AWS Canada. Each responsibility directly shapes how Canadian ISVs build and sustain competitive advantage on the cloud. Below is a breakdown of what you’ll be doing day to day.

• Own customer success for a small portfolio of strategic ISV accounts, working backwards from each customer’s business objectives to define a clear path to value realization
• Lead executive engagements (VP level and above), roadmap alignment sessions, and go-live milestones that accelerate cloud and AI transformation journeys
• Help ISVs build maturity across governance, security, FinOps, and operations to sustain long-term competitive advantages beyond short-term milestones
• Support adoption of generative AI and agentic capabilities that are reshaping how software is built, delivered, and monetized
• Orchestrate cross-functional AWS teams — Sales, Solutions Architecture, Support, Professional Services, and Partners — ensuring coordinated, high-quality customer engagement
• Translate customer goals into executable account plans with clear ownership, timelines, and measurable outcomes
• Identify and remove systemic barriers that slow customer progress, escalating with precision and urgency when needed
• Proactively manage portfolio risks — technical, organizational, or commercial — and drive mitigation plans before issues escalate
• Contribute to internal enablement by sharing learnings and building repeatable mechanisms that raise the bar for customer success across AWS Canada

Requirements / Skills

The ideal candidate brings a rare combination of strategic business acumen and sufficient technical fluency to hold meaningful conversations with both product engineering teams and C-suite executives. AWS values candidates who can operate across complex, multi-stakeholder environments with discipline, curiosity, and empathy.

• 5+ years leading large-scale technical or engineering programs, with demonstrated experience in thought leadership, business case development, and successful programme completion
• 2+ years of customer-facing experience engaging with executives, technologists, or partners to solve business problems using advanced technologies
• Experience leading cross-functional transformation teams, both technical and non-technical, across broad organizational structures
• Cloud transformation experience — architecting, migrating, or modernizing customer workloads to the cloud
• French and English fluency required for the Quebec location, given the global and cross-provincial nature of this role
• Bachelor’s degree in science, technology, engineering, mathematics, business, or equivalent (preferred)
• AWS certification such as AWS Solutions Architect, or equivalent cloud technology certification (preferred)

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 transformation and customer success experience before submitting.

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