Senior Customer Success Manager (Transformation Advisor), Independent Software Vendor (ISV) – Amazon Web Services – Toronto, ON

Senior Customer Success Manager (Transformation Advisor) on the Independent Software Vendor (ISV) team at AWS Canada in Toronto, ON is a full-time role with a base salary of $126,000–$210,400 CAD annually. You’ll own the cloud, SaaS, and AI transformation journeys of a portfolio of Canadian ISV customers.

Day to day, you’ll run executive alignment sessions, coordinate across AWS internal teams, and help ISV customers translate their technology investments into measurable business outcomes. The work spans account planning, migration sequencing, and AI adoption strategy.

About the Role: Senior Customer Success Manager (Transformation Advisor)

You’ll carry a portfolio of Canadian ISV accounts through multi-year cloud and AI transformations. That means working backwards from each customer’s strategic milestones to define a clear path to value, running roadmap-to-outcome alignment sessions, and supporting customers through go-live milestones.

You don’t need to build cloud infrastructure, but you need to understand it well enough to earn the trust of engineers who do.

Beyond individual accounts, you’ll serve as the connective tissue between ISV customers and AWS teams including Sales, Solutions Architecture, Support, Professional Services, and Partner teams. When something stalls, you identify the barrier, escalate with precision, and drive a mitigation plan before it becomes an escalation.

You’ll also contribute repeatable mechanisms and internal enablement, sharing what you learn from customer engagements to raise the standard for how AWS delivers customer success in Canada.

Benefits and Salary

The base salary range is $126,000–$210,400 CAD annually, with final compensation determined by experience, qualifications, and location. As a total compensation company, Amazon’s package may also include sign-on payments and restricted stock units (RSUs).

Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life and AD&D insurance), a Registered Retirement Savings Plan (RRSP), a Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to support health and well-being. Workplace accommodations are available during the application, interview, and onboarding process on request.

Responsibilities

The role divides roughly into four areas: driving customer outcomes, coordinating across AWS, leading strategic engagements, and managing the portfolio with rigour. Each area requires both technical literacy and the ability to communicate clearly with executive and engineering audiences inside ISV accounts.

• Own 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 governance, operating models, and data infrastructure needed to sustain long-term transformation, not only hit short-term milestones.
• Support adoption of 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 Partner teams) to ensure coordinated, high-quality engagement.
• Contribute to account planning, translating strategic goals into executable actions with clear ownership and timelines.
• 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 technical teams and executive decision-makers.
• Maintain structured cadence through reporting, tracking, and health monitoring across the portfolio, applying 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.
• Contribute repeatable mechanisms and internal enablement, sharing learnings from customer engagements to help raise the bar for how AWS delivers customer success in Canada.

Requirements / Skills

The posting sets out three required qualifications and two preferred ones. Required experience centres on IT or management consulting, large-scale technical program leadership, and direct customer-facing work with executive and technical audiences. Preferred qualifications relate to cloud certification and hands-on cloud architecture or migration work.

• 5+ years of IT and/or Management Consulting experience (required).
• 4+ years leading large-scale technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion (required).
• Customer-facing experience engaging with customer executives, technologists, or partners to solve business problems with advanced technologies (required).
• Cloud Technology Certification or AWS Certification, such as AWS Solutions Architect or a similar cloud certification (preferred).
• Experience architecting, migrating, transforming, or modernizing customer requirements to the cloud (preferred).

How to Apply

To apply, use the link below to submit your application through Amazon’s official jobs portal. Have your resume up to date before you begin, as the application form will ask for your work history and qualifications.

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