At a Glance
- Tasks: Drive customer success and growth in freight forwarding, ensuring clients get maximum value from our platform.
- Company: Join Descartes, a leading logistics tech company transforming supply chains globally.
- Benefits: Enjoy competitive pay, flexible hours, remote work, and opportunities for career advancement.
- Other info: Be part of a team that values transparency, accountability, and continuous improvement.
- Why this job: Make a real impact by building relationships and influencing customer strategies in a dynamic environment.
- Qualifications: 3+ years in customer success or account management, with logistics experience preferred.
The predicted salary is between 40500 - 49500 £ per year.
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.
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, 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.
Customer Success Manager employer: The Descartes Systems Group Inc.
Descartes is an exceptional employer that fosters a dynamic work culture focused on innovation and collaboration. With a commitment to employee growth, you will have access to continuous learning opportunities and the chance to lead a talented team in a supportive environment. Located in the UK, you'll be part of a critical operation that not only values your contributions but also encourages a healthy work-life balance and offers flexible working arrangements.
Contact Details:
The Descartes Systems Group Inc. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Descartes Systems Group Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Descartes Systems Group Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Descartes Systems Group Inc.:Your cover letter is your chance to shine! Tell us why you want to work at The Descartes Systems Group Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Descartes Systems Group Inc.!
How to prepare for a job interview at The Descartes Systems Group Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
