Senior Customer Success Manager | Gestionnaire senior de la réussite client, Independent Software Vendor (ISV) | Éditeur de logiciels indépendant (ISV)
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Key skills for this role
About the Role
AWS Canada seeks a Senior Customer Success Manager to own the success of strategic ISV customers navigating cloud, SaaS, and AI transformations. You will drive customer outcomes, orchestrate AWS teams, and lead strategic engagements.
Key Skills for This Role
Responsibilities
- Own the success of a small portfolio of strategic ISV accounts, working backwards from customer 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
- Help ISVs build cloud and AI maturity (governance, security, FinOps, operations) for long term competitive advantage
- Support customers in adopting generative AI and agentic capabilities
- Serve as connective tissue between ISV customers and AWS teams (Sales, Solutions Architecture, Support, Professional Services, Partner teams)
- Contribute to account planning and strategy, translating customer goals into executable plans
- Identify and remove systemic barriers that slow customer progress
- Lead executive engagements, co innovation workshops, and strategic planning sessions with ISV leadership
- Help translate complex AI and cloud solutions into business cases for senior stakeholders
- Maintain structured cadence through reporting, tracking, and health monitoring across portfolio
- Proactively identify risks and drive mitigation plans
- Contribute to repeatable mechanisms and internal enablement
Requirements
- 5+ years of leading large scale, technical or engineering programs with proven record of thought leadership and business case development
- 2+ years of customer facing work engaging with customer executives, technologists or partners to solve business problems with advanced technologies
- Experience leading technical and non technical transformation project teams across broad functional teams
- Experience architecting, migrating, transforming or modernizing customer requirements to the cloud
- Fluency in French and English (for Quebec location)
- Bachelor's degree in science, technology, engineering, math, business or equivalent (preferred)
- AWS certification such as AWS Solutions Architect or similar cloud certification (preferred)
Full Job Posting
Description
- AWS Canada is looking for a Senior Customer Success Manager (CSM) to join our Independent Software Vendor (ISV) team.
- 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 build competitive advantage on AWS by helping them migrate, modernize, and adopt AI.
Key job responsibilities
- Drive Customer Outcomes: Own the success of strategic ISV accounts, lead roadmap to outcome alignment, help ISVs build cloud and AI maturity, support generative AI adoption.
- Orchestrate Across AWS: Serve as connective tissue between ISV customers and AWS teams, contribute to account planning, identify and remove systemic barriers.
- Lead Strategic Engagements: Lead executive engagements, co innovation workshops, strategic planning sessions; help translate complex solutions into business cases.
- Manage with Rigor: Maintain structured cadence through reporting, tracking, and health monitoring; apply structured delivery mechanisms; proactively identify risks.
- Raise the Bar Internally: Challenge conventional thinking, bring new ideas, contribute to repeatable mechanisms and internal enablement.
Basic Qualifications
- 5+ years of leading large scale, technical or engineering programs with proven record of thought leadership, business case development, realizing customer benefits, and successful program completion.
- 2+ years of customer facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies.
- Experience leading technical and non technical transformation project teams with proven ability to work across broad functional teams.
- Experience architecting, migrating, transforming or modernizing customer requirements to the cloud.
- Fluency in French and English is required for Quebec location.
Preferred Qualifications
- Bachelor's degree in science, technology, engineering, math, business or equivalent.
- AWS certification, such as AWS Solutions Architect, or similar cloud certification.
Salary
- The base salary range for this position is CAD 126,000 210,400 annually depending on location (Vancouver, Toronto, Montreal).
- Amazon's total compensation package may include sign on payments and restricted stock units (RSUs).
- Benefits include health insurance, RRSP, DPSP, paid time off, and other resources.
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