Customer Success Manager (GB)

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

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Smart: Able to quickly understand complex systems, connect ideas, and make sound judgments.

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Curious: Actively seeks to understand customer problems, emerging technologies, and better ways of working.

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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 S