Customer Success Manager( Customer Onboarding Manager)

The Descartes Systems Group Inc.; Southwestern Ontario; Remote; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Great benefits

Job summary

Descartes Systems Group Inc. is seeking a Customer Success Manager to own the success and growth of our freight-forwarding customers, ensuring measurable value from our platform.

You will build trusted relationships with stakeholders across customer portfolios, drive retention and expansion, and identify upsell opportunities to align with customer needs. SaaS & logistics experience highly valued.

Qualifications

• 3+ years in Customer Success, Account Management, or a similar customer-facing role.
• Strong freight forwarding, logistics, supply chain, or transportation experience.
• Proven success retaining and growing customer accounts, including renewals and expansion.
• Strong commercial, consultative selling, and relationship-building skills.
• Ability to influence stakeholders from operational users to C-level executives.
• Confident using customer and commercial data to identify risks and opportunities.
• SaaS/logistics technology experience and knowledge of freight forwarding processes are highly desirable.

Responsibilities

• Own the success and growth of BoxTop's freight forwarding customers, ensuring measurable value from our platform.
• Build trusted relationships with operational, management, and executive stakeholders across your customer portfolio.
• Drive retention, renewal performance, and account expansion through proactive health management.
• Identify and close upsell and cross-sell opportunities aligned with customer needs.

Skills

Customer Success

Account Management

Freight Forwarding

Logistics

Relationship Building

Data Analysis

Tools

CRM software

Job description

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 www.descartes.com. We're growing fast and invite you to join our amazing team.

Mission — Why the Job Exists

Own the success and growth of BoxTop's freight forwarding customers, ensuring they realise measurable value from our platform. You'll combine industry expertise, trusted customer relationships, and commercial acumen to drive adoption, retention, and account expansion.

Outcomes — What Success Looks Like

• Build trusted relationships with operational, management, and executive stakeholders across your customer portfolio.
• Drive strong retention and renewal performance by proactively managing customer health and risk.
• Increase product adoption, engagement, and measurable customer ROI.
• Identify and close upsell and cross-sell opportunities aligned with customer needs.
• Lead effective QBRs, providing strategic recommendations and clear success plans.
• Become a trusted freight forwarding and BoxTop subject matter expert.

Skills & Competencies — How the Work Gets Done

• 3+ years’ experience in Customer Success, Account Management, or a similar customer-facing role.
• Strong freight forwarding, logistics, supply chain, or transportation experience.
• Proven success retaining and growing customer accounts, including renewals and expansion.
• Strong commercial, consultative selling, and relationship-building skills.
• Ability to influence stakeholders from operational users to C-level executives.
• Confident using customer and commercial data to identify risks and opportunities.
• SaaS/logistics technology experience and knowledge of freight forwarding processes are highly desirable.

Culture Add: TEAM Values

We value team members who communicate with transparency, sharing information openly and building trust across functions. You bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills. You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results. You are driven by metrics, using data and experimentation to inform decisions and deliver measurable impact.

Aptitudes

• Smart: Able to quickly understand complex systems, connect ideas, and make sound judgments.
• Curious: Actively seeks to understand customer problems, emerging technologies, and better ways of working.
• Coachable: Open to feedback, willing to adapt, and continuously improving through learning.

What’s in It for You

Join a growing technology business transforming freight forwarding. You'll own meaningful customer relationships, influence customer strategy, and directly impact retention and growth. You'll work collaboratively across Sales, Product, Support, and Implementation, with autonomy, leadership visibility, and opportunities to expand your scope as BoxTop grows.

Join Us

As 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. At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory.

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/social-responsibility-sustainability/environmental-impact. Join a team that's committed to working with customers to conserve resources and enhance sustainability.

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews.

We are an Equal Employment 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 status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com

Benefits

• competitive compensation
• great benefits
• remote and flexible work hours
• opportunity to join a company on an awesome mission with a great existing team and trajectory