Customer Success Manager – Migrations
Carbon60
full-time
Posted on:
Location Type: Remote
Location: Canada
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About the role
- 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.
Requirements
- 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.
- 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.
Benefits
- Competitive compensation package
- Retirement Savings Matching Program (RRSP)
- Partnership with Perkopolis Discounts
- Flexibility & Time Off
- Remote first work environment
- Flexible work hours & location
- Paid parental leave options
- Employer-paid health & dental premiums
- GreenShield+ Counselling
- Mental Health $500 in Health Care Spending Account annually
- Training reimbursement (e.g courses on Udemy, Coursera, a-cloud-guru etc.)
- Peer recognition rewards
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementtechnical project managementplatform migrationdata integrationsoftware implementationcustomer health monitoringsuccess criteria definitionrisk managementtechnical aptitudetraining and enablement
Soft Skills
customer success managementorganizational skillscommunication skillsproblem-solvingstakeholder managementexpectation managementfeedback captureadaptabilitycollaborationtransparency