Senior Customer Success Manager | Gestionnaire senior de la réussite client, Independent Software

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 brining 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 advise, expertise, programs, investments, and teams at the right time. You are 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.

AWS Canada est à la recherche d'un(e) responsable de la réussite client principal pour se joindre à son équipe dédiée aux éditeurs de logiciels indépendants (ISV). Ce poste se situe au carrefour de la stratégie technologique, de la transformation des entreprises et du partenariat client.

Vous serez responsable du succès d'un portefeuille restreint (1 à 5 clients) d'ISV canadiens stratégiques engagés dans des transformations pluriannuelles vers le nuage, le SaaS et l'IA. Votre mission est de vous assurer que ces entreprises ne se contentent pas d'adopter AWS; elles en tirent un avantage concurrentiel. Cela implique de les aider à migrer leurs charges de travail essentielles, à moderniser leurs logiciels, à accélérer l'adoption de l'IA et des agents virtuels, et à traduire leurs investissements technologiques en résultats commerciaux mesurables.

Dans ce rôle, vous mettrez à profit vos compétences stratégiques (influence auprès des dirigeants, gestion de programmes, pensée systémique, analyse de rentabilisation, gestion des parties prenantes et gestion du changement) pour accompagner directement les clients dans leurs transformations vers l'IA et le cloud. Vous mettrez en relation les clients ISV avec les conseils, l'expertise, les programmes, les investissements et les équipes appropriés, au moment opportun. Vous assurerez la liaison entre les objectifs commerciaux des clients et les approches de mise en œuvre, au sein d'environnements complexes et multipartites.

Si vous excellez à l'intersection de l'expertise technique et de la stratégie commerciale, et que vous souhaitez que votre travail ait un impact visible et durable sur la croissance des entreprises de logiciels les plus novatrices du Canada, alors ce poste est fait pour vous.

Key job responsibilities

Drive Customer Outcomes

• 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

Orchestrate Across AWS

• 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 Strategic Engagements

• 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

Manage with Rigor

• 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

Raise the Bar Internally

• 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.

About the team

You don't need to hands on building cloud infrastructure, but you need to be technical enough to understand it and empathize with your customer’s and propose pragmatic and appropriate solutions to their objectives.

On any given day, you might help a VP of Product at a Canadian SaaS company understand the business case for migrating their core platform to AWS, facilitate an co-innovation session between an ISV's product team and AWS, or work with your internal team to unblock a stalled migration that's at risk of missing its go-live milestone.

You’ll be working with some of Canada’s most innovative software companies at a pivotal moment, when AI is fundamentally changing how software is built, delivered, and monetized. If you thrive in environments where technical depth and clear communication are equally valued, this role is for you.

Vous n'avez pas besoin de participer activement à la construction d'infrastructures infonuagiques, mais vous devez posséder les compétences techniques nécessaires pour la comprendre, faire preuve d'empathie envers vos clients et leur proposer des solutions pragmatiques et adaptées à leurs objectifs.

Au quotidien, vous pourriez aider un vice-président produit d'une entreprise SaaS canadienne à comprendre l'intérêt commercial de migrer sa plateforme principale vers AWS, animer une session de co-innovation entre l'équipe produit d'un éditeur de logiciels indépendant et AWS, ou collaborer avec votre équipe interne pour débloquer une migration bloquée qui risque de ne pas respecter son échéance de mise en production.

Vous travaillerez avec certaines des entreprises de logiciels les plus novatrices du Canada à un moment charnière, où l'IA transforme en profondeur la façon dont les logiciels sont conçus, distribués et monétisés. Si vous vous épanouissez dans un environnement où l'expertise technique et une communication claire sont tout aussi importantes, ce poste est pour vous.

Basic Qualifications

Preferred Qualifications

• 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
• Baccalauréat en sciences, technologies, ingénierie, mathématiques, commerce ou l'équivalent
• Certification AWS (par exemple, AWS Solutions Architect) ou certification infonuagique équivalente, ou certification en technologies infonuagiques

Amazon est un employeur garantissant l'égalité des chances et ne fait aucune discrimination sur la base du statut d'ancien combattant protégé, d'un handicap ou de tout autre statut protégé par la loi.

Notre culture inclusive permet aux Amazoniens d'offrir les meilleurs résultats à nos clients. Si vous avez un handicap et que vous avez besoin de mesures d'adaptation ou de mesures d'adaptation ou de mesures d'adaptation, veuillez consulter https://amazon.jobs/content/en/how-we-hire/accommodations pour plus d'informations. Si le pays ou la région dans lequel vous postulez ne figure pas dans la liste, veuillez communiquer avec votre partenaire de recrutement.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, BC, Vancouver - 126,000.00 - 210,400.00 CAD annually

CAN, ON, Toronto - 126,000.00 - 210,400.00 CAD annually

CAN, QC, Montreal - 126,000.00 - 210,400.00 CAD annually

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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