Customer Success Manager – Freight Forwarding

Descartes Group; Southwestern Ontario; Remote; CAD 90,000 - 130,000; Full time

Job summary

Descartes is seeking a proactive Customer Success professional to manage a portfolio of BoxTop freight forwarding customers, ensuring value realization from our platform. You will leverage industry knowledge, build trusted relationships, and drive adoption, retention, and account expansion across Sales, Product, Support, and Implementation.

You will influence customer strategy, work with a global team, and grow with Descartes as a leader in logistics technology.

Qualifications

• 3+ years in Customer Success or related role.
• Understanding freight forwarding operations and challenges.
• Strong commercial and relationship-building skills.
• Ability to analyze customer data to identify risks and opportunities.

Responsibilities

• Own and grow a portfolio of Boxtop freight forwarding customers.
• Drive product adoption, retention, and account expansion.
• Conduct regular business reviews and analyze customer data.
• Build trusted relationships with stakeholders across customer portfolio.
• Develop deep expertise in the Boxtop platform and customer operations.

Skills

Customer success

Account management

Logistics operations

Relationship-building

Data analysis

Tools

Boxtop

CRM systems

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 realize 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

Within the first 12–24 months, you will:

• Own and grow a portfolio of customer accounts, achieving high customer retention whilst identifying and supporting opportunities for account expansion.
• Increase product adoption across your customer portfolio by helping customers implement best practices, work around problems and fully leverage our solutions.
• Conduct regular business reviews and analyse customer data to proactively identify business objectives, open issues and potential risks, driving improved customer health.
• Build trusted relationships with operational, management, and executive stakeholders across your customer portfolio, becoming a trusted advisor.
• Develop deep expertise in the Boxtop platform and the operations of our customers, enabling you to solve operational, training and technical gaps.

Skills & Competencies — How You Deliver Success

Required

• 3+ years’ experience in Customer Success, Account Management, Logistics Operations or a similar customer‑facing role.
• Deep understanding of the day‑to‑day life of a freight forwarding office, the operations, processes and challenges.
• Strong commercial, consultative selling, and relationship‑building skills.
• Strong technical aptitude with the ability to understand customer configurations and recommend practical solutions.
• Confident using customer and commercial data to identify risks and opportunities.

Preferred

• Proven success retaining and growing customer accounts, including renewals and expansion.
• Experience with Boxtop or similar Freight Management Systems (FMS) systems

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