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.

Mission — Why the Job Exists: Own the success and growth of BoxTop’s freight forwarding customers, ensuring they realise measurable value from our platform. You’ll combine industry expertise, trusted customer relationships, and commercial acumen to drive adoption, retention, and account expansion.

Outcomes — What Success Looks Like:

• Build trusted relationships with operational, management, and executive stakeholders across your customer portfolio.
• Drive strong retention and renewal performance by proactively managing customer health and risk.
• Increase product adoption, engagement, and measurable customer ROI.
• Identify and close upsell and cross-sell opportunities aligned with customer needs.
• Lead effective QBRs, providing strategic recommendations and clear success plans.
• Become a trusted freight forwarding and BoxTop subject matter expert.

Skills & Competencies — How the Work Gets Done:

• 3+ years’ experience in Customer Success, Account Management, or a similar customer-facing role.
• Strong freight forwarding, logistics, supply chain, or transportation experience.
• Proven success retaining and growing customer accounts, including renewals and expansion.
• Strong commercial, consultative selling, and relationship-building skills.
• Ability to influence stakeholders from operational users to C-level executives.
• Confident using customer and commercial data to identify risks and opportunities.
• SaaS/logistics technology experience and knowledge of freight forwarding processes are highly desirable.

Culture Add: TEAM Values: We value team members who communicate with transparency, sharing information openly and building trust across functions. You bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills. You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results. You are driven by metrics, using data and experimentation to inform decisions and deliver measurable impact.

Aptitudes:

• Smart: Able to quickly understand complex systems, connect ideas, and make sound judgments.
• Curious: Actively seeks to understand customer problems, emerging technologies, and better ways of working.
• Coachable: Open to feedback, willing to adapt, and continuously improving through learning.

What’s in It for You: Join a growing technology business transforming freight forwarding. You’ll own meaningful customer relationships, influence customer strategy, and directly impact retention and growth. You’ll work collaboratively across Sales, Product, Support, and Implementation, with autonomy, leadership visibility, and opportunities to expand your scope as BoxTop grows.

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. 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.