Senior Customer Success Manager | Gestionnaire senior de la réussite client, Independent Software Vendor (ISV) | Éditeur de logiciels indépendant (ISV)
About The Position
AWS Canada is looking for a Senior Customer Success Manager (CSM) to join our Independent Software Vendor (ISV) team, a role at the intersection of technology strategy, business transformation, and customer partnership. You will own the success of a small portfolio (1-5 customers) of strategic Canadian ISVs navigating multi-year cloud, SaaS, and AI transformation journeys. Your job is to ensure these companies don't just adopt AWS; they build competitive advantage on it. That means helping them migrate critical workloads, modernize their software, accelerate AI and agentic capability adoption, and translate their technology investments into measurable business outcomes. In this role you are bringing a strategic skillset (executive influence, program management, systems thinking, business casing, stakeholder management, and change management capabilities) to directly help customers navigate their AI and Cloud transformation journeys connecting ISV customers to the right advice, expertise, programs, investments, and teams at the right time. You are the thread between customer’s business objectives and delivery approaches across complex, multi-stakeholder environments. If you thrive where technical depth and business strategy intersect, and you want your work to have visible, lasting impact on how Canada's most innovative software companies grow, then this role is for you.
Requirements
- 5+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
- 2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
- Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
- Experience architecting, migrating, transforming or modernizing customer requirements to the cloud
- Only for Quebec location: fluency in French and English is required due to the nature of the role that requires interaction with other Amazon entities globally and with Amazon employees and stakeholders in other provinces in Canada.
Nice To Haves
- Bachelor's degree in science, technology, engineering, math, business or equivalent
- AWS certification, such as, AWS Solutions Architect, or a similar cloud certification, or Cloud Technology Certification
Responsibilities
- Own the success of a small set of strategic ISV accounts, working backwards from each customer's strategic business objectives 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 the cloud and AI maturity (governance, security, FinOps, operations, etc.) needed to sustain long-term competitive advantages, not just hit short-term milestones
- Support customers in adopting generative AI and agentic capabilities that are reshaping how software is built, delivered, and monetized
- Serve as the connective tissue between ISV customers and AWS teams (Sales, Solutions Architecture, Support, Professional Services, and Partner teams) ensuring coordinated, high-quality engagement
- Contribute to account planning and strategy, translating customer goals into executable plans with clear ownership and timelines
- Identify and remove systemic barriers that slow customer progress, escalating with precision and urgency when needed
- Lead Executive (min VP level+ engagements), co-innovation workshops, and strategic planning sessions with Product, Engineering, and Technology leadership within ISV accounts
- Help translate complex AI and cloud solutions into business cases for senior stakeholders, bridging the gap between technical teams and executive decision-makers
- Support customers through critical decision points: workload migration sequencing, AI adoption strategy, SaaS architecture evolution
- Maintain structured cadence through reporting, tracking, and health monitoring across your portfolio
- Apply structured delivery mechanisms and 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
- Challenge conventional thinking and take initiative on customer challenges, bringing new ideas, tools, and mechanisms to problems
- Bring the best of AWS and Amazon to customers, proactively solving problems by connecting them to emerging capabilities, programs, and expertise they may not know exist
- Contribute to repeatable mechanisms and internal enablement, sharing learnings from your customer engagements to help raise the bar for how AWS delivers customer success in Canada.
Benefits
- health insurance (medical, dental, vision, prescription, basic life & AD&D insurance)
- Registered Retirement Savings Plan (RRSP)
- Deferred Profit Sharing Plan (DPSP)
- paid time off
- other resources to improve health and well-being
- sign-on payments
- restricted stock units (RSUs)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
