Customer Success Manager

Descartes Unites the People and Technology that Move the World

The 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

We’re growing fast and invite you to join our amazing team.

Mission:
To own the strategic and commercial management of a mid–high ARR customer portfolio, driving revenue retention, structured account growth, and proactive risk mitigation. The Customer Success Manager is commercially accountable for protecting and expanding revenue within an assigned book of approximately 80 customers. This role operates in a forward-looking, disciplined manner, balancing renewal leadership with structured expansion development.

The Outcomes (What Success Looks Like in the first 12-18 Months)
An A Player in this role consistently delivers the following results:

• Revenue Protection:
  Maintain ≥95% revenue retention (≤5% annual churn) through structured renewal planning and proactive risk mitigation.
• Structured Expansion Creation:
  Generate a minimum of 3 qualified expansion opportunities per quarter in CRM, aligned to documented customer objectives. Targets increase as business growth expectations scale.
• Renewal Discipline & Timeliness:
  Initiate ≥90% of renewals at least 90 days prior to expiration and drive structured renewal execution to secure on-time commitments.
• Risk Mitigation Execution:
  Develop and execute formal retention plans for identified yellow/red accounts, achieving measurable mitigation progress prior to renewal impact.
• Stakeholder Engagement & Q  Leadership:
  Conduct 3 formal QBRs per quarter focused on value realization, roadmap alignment, and renewal positioning.
  Maintain ≥90% CRM compliance, including opportunity hygiene, structured recaps, and documented account planning.

Core Responsibilities

• Revenue & Commercial Ownership: Own renewal strategy and lead pricing discussions, aligning renewals to long-term value realization and growth.
• Growth & Expansion: Identify cross-sell and upsell opportunities based on adoption and stakeholder priorities; document qualified expansion opportunities in CRM with clear business objectives and structured handoff to Sales.
• Risk Management: Monitor portfolio health, proactively identify churn risks, and execute structured retention plans that drive measurable outcomes before renewal impact.
• Stakeholder Leadership & QBRs: Lead strategic QBRs, engaging operational and decision-making stakeholders, and elevate conversations from support updates to value-driven partnership dialogue.
• Portfolio Discipline:
  Manage ~80 mid–high ARR accounts, prioritizing by risk, growth potential, and renewal timing while maintaining strong CRM hygiene.
• Cross-Functional Alignment: Partner with Adoption CSMs, Sales, Support, and Product to ensure coordinated customer strategy and early risk escalation.

Strategic Customer Management – Experience & Aptitudes

• 3+ years in Customer Success, Strategic Account Management, or similar revenue-accountable roles, with demonstrated success protecting renewals and generating expansion.
• Experience…