[Hiring] Customer Success Manager @The Descartes

Role Description

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.

Qualifications

• 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.

Requirements

• Communicate with transparency, sharing information openly and building trust across functions.
• Bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills.
• Demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results.
• Be 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.

Benefits

• Join a growing technology business transforming freight forwarding.
• Own meaningful customer relationships, influence customer strategy, and directly impact retention and growth.
• Work collaboratively across Sales, Product, Support, and Implementation.
• Enjoy autonomy, leadership visibility, and opportunities to expand your scope as BoxTop grows.
• Competitive compensation and great benefits.
• Remote and flexible work hours.

Company Description

Descartes is 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.

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.