Customer Success Manager – Canadian Customs

Descartes is a leading logistics and supply chain technology company that helps customers build efficient, secure, and agile supply chains. Our cloud‑based solutions enable businesses to transform how they move inventory and information, improving productivity and compliance across the globe. Job Overview As a Customer Success Manager, you will own the strategic and commercial management of a growing Canadian customs brokerage customer portfolio.

You will protect and expand revenue for an assigned book of approximately 150 customers, proactively strengthening relationships and identifying growth opportunities. Key Responsibilities Revenue Protection & Retention – Maintain strong renewal performance through proactive engagement and risk mitigation; develop and execute structured retention plans for identified accounts before renewal impact. Customer Engagement & Partnership – Conduct formal Quarterly Business Reviews, improve responsiveness and customer sentiment, and 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 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. Strategic Customer Management – Own renewal strategy, lead pricing discussions, and develop structured account plans tied to retention, adoption, and growth; lead customer conversations focused on operational improvement, product adoption, and strategic partnership.

Growth & Expansion Leadership – Identify cross‑sell and upsell opportunities, create and document qualified opportunities in CRM, partner with Sales to support expansion strategy, and ensure smooth commercial handoffs. Risk Management – Monitor portfolio health, proactively identify churn or renewal risks, execute measurable mitigation plans, and coordinate internal resources to address concerns. Cross‑Functional Collaboration – Partner with Sales, Product, Support, Professional Services, and leadership teams to coordinate customer strategy, advocate for customer priorities, and navigate regulatory changes.

Operational Excellence – Maintain disciplined account management processes, CRM updates, renewal timelines, and customer documentation; guide customers toward operational best practices and long‑term value realization. Success Metrics Consistent renewal performance and revenue protection. Successful execution of structured retention plans.

Increased customer engagement and satisfaction. Generation of qualified expansion opportunities and cross‑sell/upsell revenue. Effective portfolio management and CRM hygiene.

Risk mitigation and proactive churn prevention. Required Experience 3+ years in Customer Success, Strategic Account Management, logistics operations, trade compliance, or a similar customer‑facing commercial role. Practical experience within Canadian customs brokerage, freight forwarding, or trade compliance environments.

Experience managing customer relationships, renewals, or operational accounts in a structured environment. Industry Knowledge (Strong Asset) CSA CHB Finance CARM Tariff classification Duty remediation Sufferance operations Trade programs Export / trade compliance workflows Skills & Attributes Strong written and verbal communication skills; confidence interacting with operational stakeholders, managers, and executive teams. Commercial curiosity and strong problem‑solving ability.

Ability to build structured account plans tied to retention and growth. Strong organizational skills and disciplined execution. Comfortable navigating ambiguity and cross‑functional environments.

Coachable, collaborative, and motivated to continuously improve. Proactive, intellectually curious, organized, and energized by solving operational and customer challenges. Interest in developing broader commercial, leadership, or strategic account management capabilities over time.

Focused on proactive customer engagement and strategic account management, not reactive ticket‑based support. Salary Range US$65,000 – $75,000 annually plus 20% commission (this is a good faith estimate; actual salary may vary based on skills and experience). EEO Statement We 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. For more information about our commitment to equal employment opportunity, please review the EEO statements and related resources. #J-18808-Ljbffr