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Client Success Strategist
3 months ago
Descartes: Bridging People and Technology for Global Mobility
In today's world, the demand for streamlined, secure, and agile supply chains and logistics operations is more important than ever. Descartes combines cutting-edge technology, robust trade intelligence, and an extensive network to ensure that goods, information, transportation assets, and personnel reach their destinations efficiently and promptly.
As one of the leading logistics and supply chain technology firms globally, Descartes serves over 26,000 clients worldwide with our cloud-based solutions, revolutionizing inventory and information movement to boost productivity, enhance customer service, maintain competitive advantages, comply with evolving regulations, and adapt to rapidly changing market dynamics. Descartes is publicly traded and headquartered in Waterloo, Ontario, Canada, with a global presence through offices and partnerships. Our consistent record of financial success over the past 16 years positions us as an industry leader in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-centric enterprises of all sizes depend on our scale, stability, and comprehensive solution offerings to manage their most critical operations.
Growth Opportunities Await
The Customer Success Management Team at Descartes is dedicated to supporting our clients' management and super users by driving platform adoption, resolving support challenges, and optimizing their overall experience. Our team plays a pivotal role in the growth and success of our clients' portfolios and the company itself, collaborating with customers to foster expansion and engagement. Acting as trusted advisors, we provide valuable insights, best practices, and actionable recommendations. As we expand our customer base, we are looking for a proactive and dynamic Long Tail/Tech Touch Customer Success Manager (CSM) to join our ranks. In this role, you will manage approximately 1,500 customers through digital outreach and responsive communication strategies. Your primary objective will be to keep clients engaged and informed about Descartes and the status of their accounts. You will curate information from marketing, develop broad outreach, and execute targeted messaging campaigns. Additionally, you will handle customer communication and discovery while supporting administrative tasks for clients facing subscription issues. Your troubleshooting abilities and commitment to account retention will be essential in this position.
Benefits of Joining Descartes
Exposure – Leverage your industry expertise in Global Trade, Import, and Export to support SaaS products and build relationships that solve complex customer challenges with dedication and integrity. At Descartes, we embrace a bottom-up approach, empowering every team member to influence how we attract and retain customers. This role offers the chance to work with top-tier global clients, develop engagement through tailored solutions, and collaborate with internal sales and product teams. You will also gain insights into our diverse products and solutions, nurturing ongoing trust with your clients.
Career Advancement – Collaborate with and learn from industry leaders renowned for delivering quality services and innovative solutions. Descartes fosters a high-performance, team-oriented culture, providing an environment where you can pursue your career aspirations. You will help shape the team and refine processes to ensure customer success, with opportunities for growth into team lead or management roles or transitions to other business areas, including sales or implementation.
Key Responsibilities
Digital Outreach:
Targeted Communication Cadence:
Inform customers about product developments. Signal usage risks or opportunities. Conduct general check-ins and reintroduce the CSM.Customer Engagement: Escalation/Communication/Discovery:
When customers express interest through various programs, the CSM will follow up with those in the long tail segment (discovery, lead/opportunity creation, issue resolution).
Focus on churn reduction and mitigation through responsive customer service. Address terminations outside contract terms. Manage downsells and integration/implementation changes. Resolve outstanding accounts receivable issues. Navigate mergers and acquisitions. Clarify misunderstandings of contract terms or mismatches with actual business needs. Administrative Tasks: Review customer contracts. Collaborate with customers to ensure subscriptions align with the value and usage of solutions. Negotiate new agreements.Qualifications
Experience – You possess 3-5 years of experience in a B2B customer-facing role, with a background in Account Management, Customer Success, or SaaS product consulting. You have the skills to manage pricing, renewals, and negotiations, all focused on retention and growth, with a commercial mindset centered on customer value.
Domain Expertise – While not mandatory, familiarity with customs brokerage, freight forwarding, supply chain management, international trade, logistics, or shipping industry practices is preferred.
Customer Focus – You demonstrate exceptional communication, presentation, writing, and negotiation skills. You excel at building relationships to foster long-term business partnerships and take a consultative approach to engage customers and optimize their software usage. Your natural curiosity drives your passion for providing clients with the technological solutions they need to enhance their efficiency.
Business Planning – You possess the ability to delve deep into understanding your clients' overarching organizational goals and the root causes of business challenges, effectively aligning solutions to address complex issues. You are metrics-driven and insightful, capable of communicating progress towards objectives, identifying roadblocks, and overcoming obstacles.
Location: This is a remote opportunity open to applicants authorized to work in Canada or the United States.
Salary Range: $65,000 to $75,000 CAD plus 20% variable commission. Compensation information provided is a good faith estimate for this position only. Actual salary may vary based on specific skills and years of experience.
