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.Why This Role MattersThis 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.What Success Looks Like In The First 12‐18 MonthsAn A‐Player in this role consistently delivers the following results.Revenue Protection & RetentionMaintain solid renewal performance through proactive engagement and risk mitigationDevelop and execute structured retention plans for identified yellow/red accounts before renewal impactCustomer Engagement & PartnershipConduct formal Quarterly Business Reviews (QBRs) focused on value realization, operational alignment, and long‐term partnershipImprove responsiveness, customer sentiment, and stakeholder engagement across the portfolioBuild trusted relationships with operational users, managers, and executive stakeholdersExpansion & GrowthGenerate qualified expansion opportunities aligned to documented customer objectives and business prioritiesIdentify opportunities for broader adoption of Descartes solutions and servicesPartner closely with Sales on structured cross‐sell and upsell motionsPortfolio ManagementManage approximately 150 mid‐market accounts and 10+ multinational enterprise accountsPrioritize activity based on renewal timing, customer health, growth potential, and operational riskMaintain disciplined CRM hygiene and structured account planningCore ResponsibilitiesStrategic Customer ManagementOwn renewal strategy and lead pricing discussions aligned to customer value realization and long‐term partnershipDevelop structured account plans tied to retention, adoption,



and growthLead customer conversations focused on operational improvement, product adoption, and strategic partnershipCustomer Engagement & QBR LeadershipLead strategic QBRs and customer reviews that elevate discussions beyond support tickets and tactical updatesProactively uncover customer goals, risks, and growth opportunities through thoughtful discoveryEngage stakeholders ranging from day‐to‐day operators through executive leadershipGrowth & ExpansionIdentify cross‐sell and upsell opportunities based on customer workflows, adoption patterns, and operational prioritiesCreate and document qualified opportunities in CRM with clear business drivers and stakeholder alignmentPartner with Sales to support expansion strategy and smooth commercial handoffsRisk ManagementMonitor portfolio health and proactively identify churn or renewal risksExecute measurable mitigation plans before commercial impact occursEscalate customer concerns early and coordinate internal resources effectivelyCross‐Functional CollaborationPartner with Sales, Product, Support, Professional Services, and leadership teams to coordinate customer strategyAdvocate internally for customer priorities while balancing operational and commercial realitiesHelp customers navigate organizational change, product enhancements, and evolving regulatory requirementsOperational ExcellenceMaintain disciplined account management processes, CRM updates, renewal timelines, and customer documentationProactively guide customers toward operational best practices and long‐term value realization rather than operating in a reactive support‐only capacityExperience & AptitudesRequired Experience3+ years in Customer Success, Strategic Account Management, logistics operations, trade compliance, or similar customer‐facing commercial rolesPractical experience within Canadian customs brokerage, freight forwarding,



or trade compliance environments is requiredExperience may come from operational, customer‐facing, sales, or account management backgroundsExperience managing customer relationships, renewals, or operational accounts in a structured environmentIndustry KnowledgeSpecific knowledge of the following is considered a strong asset:CSACHB FinanceCARMTariff classificationDuty remediationSufferance operationsTrade programsExport / trade compliance workflowsSkills & AttributesStrong written and verbal communication skills, with confidence interacting directly with operational stakeholders, managers, and customer leadership teamsCommercial curiosity and strong problem‐solving abilityAbility to build structured account plans tied to retention and growthStrong organizational skills and disciplined executionComfortable navigating ambiguity and cross‐functional environmentsCoachable, collaborative, and motivated to continuously improveProactive, intellectually curious, organized, and energized by solving operational and customer challenges in a fast‐moving environmentInterest in developing broader commercial, leadership, or strategic account management capabilities over timeThis role is focused on proactive customer engagement and strategic account management — not reactive ticket‐based supportCulture Add (Our TEAM Values)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 USD annually plus 20% commission. Compensation information is a good faith estimate for this position only.Equal Employment OpportunityWe are an Equal Employment/Affirmative Action 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 Veteran status, or any other characteristic protected by federal, state, or local law. Descartes participates in the E‐Verify program.Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities.

📌 Customer Success Manager - Canadian Customs (Alton)
🏢 Descartes Systems Group
📍 Alton