Descartes Unites the People and Technology that Move the WorldThe 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 logisticstechnology consulting. Customers range from mid-market customs brokers to large multinational logisticsproviders operating complex import/export and compliance environments across North America.Why This Role MattersThis is a highly visible role supporting some of Descartes' most strategic Canadian customs brokerage and logisticscustomers 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 logisticstechnology. 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 MonthsAn A-Player in this role consistently delivers the following results:Revenue Protection & RetentionMaintain strong 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 KnowledgeCSACHB 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 robust 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 improveWe're looking for someone who is proactive, 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:$60,000 – $70,000 CAD annually plus 20% Commission-Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.Join UsAs 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.Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.Descartes.Com/who-we-are

📌 Customer Success Manager – Canadian Customs Experience Required (Alton)
🏢 The Descartes Systems Group
📍 Alton