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Customer Success Manager

2 days ago

Toronto, Ontario, Canada OpsGuru Full time

OpsGuru, a Carbon60 Company, is a global engineering and consulting group that helps organizations accelerate digital transformation through cutting-edge technology, deep engineering expertise, and outcome-driven solutions.

What you'll be doing:

  • Serve as the client's trusted advisor and primary point of contact throughout the entire migration lifecycle, from project kickoff to successful go-live and stabilization.
  • Partner with Professional Services, and Delivery teams to define, document, and manage the migration project plan, milestones, and timelines.
  • Act as primary liaison between the organization and AWS, working closely with AWS CSMs , Solution Architects and Account Managers.
  • Proactively identify and monitor potential roadblocks, technical challenges, and risks to the migration timeline, escalating issues internally and communicating transparently with the client on resolution strategies.
  • Clearly set and manage customer expectations regarding scope, responsibilities, timelines, and potential downtime to ensure a positive customer experience.
  • Conduct regular status updates to keep all client stakeholders (technical, executive, end-users) informed and aligned on progress and outcomes.
  • Work with the client to assess their current environment, understand their business objectives, and define measurable success criteria for the migration (e.g., Time-to-Value).
  • Monitor customer health and usage immediately following migration to ensure successful adoption and identify any friction points.
  • Manage MAP funding including identifying eligible projects, coordinating submission and approvals and tracking funding milestones, deliverables and compliance requirements while monitoring and reporting on AWS ARR to ensure alignment.
  • Coordinate and deliver tailored training and enablement resources to customer teams, focusing on the new platform's features and best practices to accelerate usage.
  • Capture structured feedback related to the migration process and technical solution, relaying insights back to Engineering teams for continuous improvement and build a robust knowledge base for future projects.

Your skills & experience:

  • 5+ years of experience
    in a Customer Success Manager, Technical Account Manager, or Project Management role, ideally within a consulting space.
  • Proven experience managing complex, end-to-end technical projects
    such as platform migration, data integration, or large-scale software implementation in an AWS environment.
  • Exceptional
    project management and organizational skills
    , with the ability to manage multiple complex accounts simultaneously.
  • Strong
    technical aptitude
    and the ability to articulate complex technical concepts to both technical and non-technical audiences.
  • Post secondary education in Business, Computer Science, or a related field.
  • Familiarity with project management methodologies (e.g., PMP, Agile).
  • Experience with CRM (e.g.HubSpot) and Customer Success platforms
  • A deep understanding of the specific technology being migrated (e.g., Cloud, ERP, CRM).
  • Thrive in a fast paced, change-oriented environment.

What's in it for you:

Compensation & Perks

  • Retirement Savings Matching Program (RRSP)
  • Partnership with Perkopolis Discounts

Flexibility & Time Off

  • Flexible work hours & location
  • Paid parental leave options

Health & Wellness

  • Employer-paid health & dental premiums
  • GreenShield+ Counselling Mental Health
  • $500 in Health Care Spending Account annually

Growth & Development

  • Training reimbursement (e.g courses on Udemy, Coursera, a-cloud-guru etc.)
  • Peer recognition rewards

At OpsGuru, a Carbon60 Company, we encourage employees to bring their whole, authentic selves to work. By sharing and embracing unique backgrounds, experiences, and perspectives, we learn from each other, innovate, and create a dynamic environment where we can be and achieve our best.

We're dedicated to ensuring each member feels a sense of belonging, safety, and respect. At OpsGuru, your unique voice is heard and embraced, and you meaningfully contribute to decision-making and the organization's growth.

OpsGuru is committed to an equitable employee experience, opportunity, and support.

If you require accommodations or support during the recruitment process, please email us at

We thank all applicants for their interest in this exciting opportunity. Only candidates that meet the qualifications will be contacted for an interview.