Senior 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 www.descartes.com.

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

We’re looking for a proactive Customer Success Manager to lead customer onboarding, drive retention, and boost software adoption for our compliance platform. You’ll guide customers through setup, help them stay compliant, and ensure they get the most out of our tools. Descartes OCR delivers automated solutions for denied party screening, license management, and product classification. Its GlobalEASE platform—used by leading global companies—is updated daily with the latest regulatory data to keep customers compliant and informed.

Key Responsibilities

• Own and manage a high-volume portfolio of 100+ customers through strategic meetings, calls, and email touchpoints.
• Act as a compliance subject matter expert, providing guidance on global trade processes including export and import compliance.”
• Negotiate renewals including commercial and contractual details to migrate customers to standard Descartes contracts.
• Drive customer engagement by educating users on new product features, system enhancements, and regulatory updates.
• Monitor customer health and software usage patterns to proactively identify risks and drive adoption.
• Facilitate success and check-in meetings to ensure satisfaction, gather feedback, and support long-term retention.
• Partner cross-functionally with product, support, and sales teams to resolve issues and continuously improve the customer experience.
• Champion a high level of software utilization by guiding customers on how to embed the tool in their daily operations.
  
  

What You Bring

• 3+ years of experience in global trade, compliance, import/export, or customs.
• Proven track record in customer-facing roles, especially in onboarding, retention, or account success.
• Exceptional communication, relationship-building, and problem-solving skills.
• Experience with SaaS platforms, supply chain software, or logistics technology is a strong asset.
• Self-motivated with a passion for helping customers succeed and grow with the product.
  
  

Why You’ll Love Working Here

• Be part of a thriving, global organization that values your expertise and growth.
• Make a real impact by helping customers simplify compliance and improve operational efficiency.
• Enjoy the flexibility of a fully remote role based in Canada.
• Collaborate with a passionate, high-performing team committed to innovation and customer success.
  
  

Location: This is a remote opportunity, open to applicants authorized to work in Canada. We are a global organization using English as a primary language, job descriptions and communication available in the local languages where required.

Salary Range: $70,000 to $80,000 CAD “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. If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience.

Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. We value the safety of each member of our community because we know we're all in this together.

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. Please click below to learn more about 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 [email protected] . 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.