Customer Success Manager – Canadian Customs Experience Required
Descartes Systems Group, Inc.Strategic Customer Management
• Own renewal strategy and lead pricing discussions aligned to customer value realization and long-term partnership
• Develop structured account plans tied to retention, adoption, and growth
• Lead customer conversations focused on operational improvement, product adoption, and strategic partnership
Customer Engagement & QBR Leadership
• Lead strategic QBRs and custo
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mer reviews that elevate discussions beyond support tickets and tactical updates
• Proactively uncover customer goals, risks, and growth opportunities through thoughtful discovery
• Engage stakeholders ranging from day-to-day operators through executive leadership
Growth & Expansion
• Identify cross-sell and upsell opportunities based on customer workflows, adoption patterns, and operational priorities
• Create and document qualified opportunities in CRM with clear business drivers and stakeholder alignment
• Partner with Sales to support expansion strategy and smooth commercial handoffs
Risk Management
• Monitor portfolio health and proactively identify churn or renewal risks
• Execute measurable mitigation plans before commercial impact occurs
• Escalate customer concerns early and coordinate internal resources effectively
Cross-Functional Collaboration
• Partner with Sales, Product, Support, Professional Services, and leadership teams to coordinate customer strategy
• Advocate internally for customer priorities while balancing operational and commercial realities
• Help customers navigate organizational change, product enhancements, and evolving regulatory requirements
Operational Excellence
• Maintain disciplined account management processes, CRM updates, renewal timelines, and customer documentation
• Proactively guide customers toward operational best practices and long-term value realization rather than operating in a reactive support-only capacity
Experience & Aptitudes
Required Experience
• 3+ years in Customer Success, Strategic Account Management, logistics operations, trade compliance, or similar customer-facing commercial roles
• Practical experience within Canadian customs brokerage, freight forwarding, or trade compliance environments is required
• Experience may come from operational, customer-facing, sales, or account management backgrounds
• Experience managing customer relationships, renewals, or operational accounts in a structured environment
Industry Knowledge
Specific knowledge of the following is considered a strong asset:
• CSA
• CHB Finance
• CARM
• Tariff classification
• Duty remediation
• Sufferance operations
• Trade programs
• Export / trade compliance workflows
Skills & Attributes
• Strong written and verbal communication skills, with confidence interacting directly with operational stakeholders, managers, and customer leadership teams
• Commercial curiosity and strong problem-solving ability
• Ability to build structured account plans tied to retention and growth
• Strong organizational skills and disciplined execution
• Comfortable navigating ambiguity and cross-functional environments
• Coachable, collaborative, and motivated to continuously improve
• We’re looking for someone who is proactive, intellectually curious, organized, and energized by solving operational and customer challenges in a fast-moving environment
• Interest in developing broader commercial, leadership, or strategic account management capabilities over time
• This role is focused on proactive customer engagement and strategic account management — not reactive ticket-based support
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:
$60,000 – $70,000