[Hiring] Technical Account Manager @The Descartes

Role Description

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.

Qualifications

• 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.

Skills & Competencies — How the Work Gets Done

• 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.

Benefits

• 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.
• Salary range: $55,000 – $65,000 USD + 10% commission.

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.