Technical Account Manager- Freight Brokerage

Descartes Systems Group; United States; Remote; USD 55,000 - 65,000; Full time

Benefits offered by this job

Career growth

Ownership & autonomy

Cross-functional collaboration

Global technology environment

Remote and flexible work hours

Job summary

The Descartes Systems Group Inc. is seeking an experienced Account Manager to drive customer retention, growth, and long-term success by helping freight brokers maximize the value of Descartes' Transportation Management System (TMS) solutions.

As a trusted advisor, you will combine freight brokerage expertise, strong customer relationships, and data-driven insights to improve product adoption and protect recurring revenue.

Qualifications

• 5–6 years of experience in account management, customer success, or a similar customer-facing role, ideally within freight brokerage, logistics, or SaaS.

Responsibilities

• Drive customer retention, growth, and long-term success by helping freight brokers maximize the value of Descartes' Transportation Management System (TMS) solutions.
• Conduct regular business reviews, address challenges proactively, and improve customer satisfaction measured through CSAT and NPS.
• Identify and develop upsell and cross-sell opportunities that expand subscription revenue and increase customer value.

Skills

Account management

Customer success

SaaS

Freight brokerage knowledge

CRM usage (HubSpot/Jira)

Stakeholder management

Tools

HubSpot

Jira

Microsoft Office

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 This Role Exists

Drive customer retention, growth, and long-term success by helping freight brokers maximize the value of Descartes' Transportation Management System (TMS) solutions. As a trusted advisor, you will combine freight brokerage expertise, strong customer relationships, and data-driven insights to improve product adoption, protect recurring revenue, and identify opportunities for account expansion.

Outcomes — What Success Looks Like

• Customer Retention: Build trusted relationships, proactively manage account health, and drive successful renewals to minimize churn and achieve revenue retention targets.
• Customer Value & Adoption: Help freight brokers optimize LTL and FTL workflows, increase TMS adoption, and achieve measurable operational improvements.
• Revenue Growth: Identify and develop upsell and cross-sell opportunities that expand subscription revenue and increase customer value.
• Customer Satisfaction: Conduct regular business reviews, address challenges proactively, and improve customer satisfaction measured through CSAT and NPS.
• Customer Advocacy: Collaborate with Product, Support, Sales, and Onboarding teams to resolve customer issues and translate feedback into product improvements.
• Account Performance: Use CRM data, product usage metrics, and customer success plans to manage account priorities, track performance, and deliver measurable results.
• Skills & Competencies — How the Work Gets Done 5–6 years of experience in account management, customer success, or a similar customer-facing role, ideally within freight brokerage, logistics, or SaaS.
• Strong understanding of freight brokerage operations, including LTL and FTL transportation workflows and TMS solutions.
• Proven ability to build customer relationships, manage renewals, negotiate effectively, and identify growth opportunities.
• Strong communication, problem-solving, and stakeholder management skills, including the ability to navigate difficult customer conversations.
• Data-driven approach to managing customer health, retention, product adoption, and revenue growth.
• Ability to manage multiple accounts and priorities while collaborating effectively across teams.
• Experience with CRM and business applications, including HubSpot, Jira, and Microsoft Office.
• Familiarity with logistics technology integrations, databases, or accounting processes is an asset.

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

Meaningful Impact: Directly influence customer success, retention, and revenue growth within Descartes' freight brokerage solutions.

• Career Growth: Develop your expertise in logistics technology, strategic account management, and SaaS customer growth, with opportunities to expand your responsibilities.
• Ownership & Autonomy: Take ownership of your customer portfolio and drive strategies that deliver measurable results.
• Cross-Functional Collaboration: Work closely with Sales, Product, Support, and leadership to improve customer outcomes and influence business priorities.
• Global Technology Environment: Be part of a leading logistics technology company, working with innovative solutions that help customers simplify operations and scale their businesses.

Salaray range: $55,000 – $65,000 USD + 10% commission

Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.

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.

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.

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.

We can't promise it will be a fit, but we do promise to consider your experience.

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/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 our EEO is the Law, Pay Transparency Nondiscrimination Statement, EEO/AA Statement. Descartes participates in the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish).

Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can email us at [e-mail]. Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.