Customer Success Manager

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 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.

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 renewal timing, customer health, growth potential, and operational risk
• Maintain disciplined CRM hygiene and structured account planning

Core Responsibilities

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 customer 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