Customer Success Manager - Canadian Customs Experience Required
The DescartesDescartes 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.
To own the strategic and commercial management of a growing Canadian customs brokerage customer portfolio, supporting customer retention, structured account growth, and long-term customer success. The Customer Success Manager is commercially accountable for protecting and expanding revenue within an assigned book of approximately 150 customers while proactively strengthening customer relationships and identifying growth opportunities.
This role operates in a forward-looking, disciplined manner balancing renewal leadership, customer engagement, and expansion development and sits at the intersection of customer success, commercial account management, and logistics technology consulting. Customers range from mid-market customs brokers to large multinational logistics providers operating complex import/export and compliance environments across North America.
Why This Role Matters
This is a highly visible role supporting some of Descartes’ most strategic Canadian customs brokerage and logistics customers during a period of significant market change and growth. The successful candidate will work cross-functionally with Sales, Product, Support, Professional Services, and leadership teams while gaining deep exposure to customs brokerage operations, trade compliance, and logistics technology. This role is ideal for someone early in their career who is ambitious, commercially curious, and looking to grow into broader leadership, commercial, product, or customer-facing opportunities over time.
What Success Looks Like in the first 12-18 Months
An A-Player in this role consistently delivers the following results:
Revenue Protection & Retention
• Maintain strong renewal performance through proactive engagement and risk mitigation
• Develop and execute structured retention plans for identified yellow/red accounts before renewal impact
Customer Engagement & Partnership
• Conduct formal Quarterly Business Reviews (QBRs) focused on value realization, operational alignment, and long-term partnership
• Improve responsiveness, customer sentiment, and stakeholder engagement across the portfolio
• Build trusted relationships with operational users, managers, and executive stakeholders
Expansion & Growth
• Generate qualified expansion opportunities aligned to documented customer objectives and business priorities
• Identify opportunities for broader adoption of Descartes solutions and services
• Partner closely with Sales on structured cross-sell and upsell motions
Portfolio Management
• Manage approximately 150 mid-market accounts and 10+ multinational enterprise accounts
• Prioritize activity based on