Customer Success Manager

Descartes Unites the People and Technology that Move the World

The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they’re needed, when they’re needed.

We’re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what’s most important to them. Learn more at www.descartes.com.

We’re growing fast and invite you to join our amazing team.

Mission:
To own the strategic and commercial management of a mid–high ARR customer portfolio, driving revenue retention, structured account growth, and proactive risk mitigation. The Customer Success Manager is commercially accountable for protecting and expanding revenue within an assigned book of approximately 80 customers. This role operates in a forward-looking, disciplined manner, balancing renewal leadership with structured expansion development.

The Outcomes (What Success Looks Like in the first 12-18 Months)
An A Player in this role consistently delivers the following results:

• Revenue Protection: Maintain ≥95% revenue retention (≤5% annual churn) through structured renewal planning and proactive risk mitigation.
• Structured Expansion Creation: Generate a minimum of 3 qualified expansion opportunities per quarter in CRM, aligned to documented customer objectives. Targets increase as business growth expectations scale.
• Renewal Discipline & Timeliness: Initiate ≥90% of renewals at least 90 days prior to expiration and drive structured renewal execution to secure on-time commitments.
• Risk Mitigation Execution: Develop and execute formal retention plans for identified yellow/red accounts, achieving measurable mitigation progress prior to renewal impact.
• Stakeholder Engagement & QBR Leadership: Conduct 3 formal QBRs per quarter focused on value realization, roadmap alignment, and renewal positioning.
  Maintain ≥90% CRM compliance, including opportunity hygiene, structured recaps, and documented account planning.

Core Responsibilities

• Revenue & Commercial Ownership: Own renewal strategy and lead pricing discussions, aligning renewals to long-term value realization and growth.
• Growth & Expansion: Identify cross-sell and upsell opportunities based on adoption and stakeholder priorities; document qualified expansion opportunities in CRM with clear business objectives and structured handoff to Sales.
• Risk Management: Monitor portfolio health, proactively identify churn risks, and execute structured retention plans that drive measurable outcomes before renewal impact.
• Stakeholder Leadership & QBRs: Lead strategic QBRs, engaging operational and decision-making stakeholders, and elevate conversations from support updates to value-driven partnership dialogue.
• Portfolio Discipline: Manage ~80 mid–high ARR accounts, prioritizing by risk, growth potential, and renewal timing while maintaining strong CRM hygiene.
• Cross-Functional Alignment: Partner with Adoption CSMs, Sales, Support, and Product to ensure coordinated customer strategy and early risk escalation.

Strategic Customer Management – Experience & Aptitudes

• 3+ years in Customer Success, Strategic Account Management, or similar revenue-accountable roles, with demonstrated success protecting renewals and generating expansion.
• Experience managing a defined book of business with full renewal ownership and delivering structured, value-driven QBRs. (Export/Trade Compliance experience is an asset.)
• Smarts & Commercial Acumen: Builds structured account plans tied to retention and growth; confidently leads renewal and expansion discussions with budget holders; anticipates risk before revenue impact.
• Curiosity: Proactively uncovers customer priorities, weak signals, and growth pathways through thoughtful discovery.
• Coachability & Disciplined Execution: Welcomes feedback and continuously refines approach while maintaining strong renewal timelines, CRM hygiene, and QBR preparation.
• Influence & Presence: Engages operational through executive stakeholders and mobilizes cross-functional teams without direct authority.

Culture Add (Our TEAM Values)
At Descartes, we don't just want a "culture fit"—we want someone who adds to our collective strength:
• Transparency – Open, honest communication that builds trust.
• Excellence & Expertise – High standards and continuous mastery of your craft.
• Accountability – Ownership of outcomes and commitment.
• Metric-Driven Results – Data-informed decisions focused on measurable impact.

Salary Range: $65,000 - $75,000 CAD annually plus 20% Commission-Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.

Join Us

As we scale, we’re looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We’re entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success. At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory.

Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact. Join a team that’s committed to working with customers to conserve resources and enhance sustainability.

If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience.

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews.

We are an Equal Employment employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com. Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can email us at hrna@descartes.com. Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.