Descartes is looking for a Customer Success Manager to own the strategic and commercial management of a portfolio of mid–high ARR customers. In this role, you will be accountable for protecting and expanding revenue within an assigned book of approximately 80 customers, focusing on long-term value realization.
What You'll Do
- Own renewal strategy and lead pricing discussions, aligning renewals to long-term value realization and growth.
- Identify cross-sell and upsell opportunities based on adoption and stakeholder priorities; document qualified expansion opportunities in CRM.
- Monitor portfolio health, proactively identify churn risks, and execute structured retention plans.
- Lead strategic Quarterly Business Reviews (QBRs), engaging operational and decision-making stakeholders.
- Manage a portfolio of approximately 80 mid–high ARR accounts, prioritizing by risk, growth potential, and renewal timing.
- Partner with Adoption CSMs, Sales, Support, and Product to ensure coordinated customer strategy and early risk escalation.
What We're Looking For
- 3+ years in Customer Success, Strategic Account Management, or similar revenue-accountable roles.
- Demonstrated success protecting renewals and generating expansion.
- Experience managing a defined book of business with full renewal ownership.
- Experience delivering structured, value-driven QBRs.
- Builds structured account plans tied to retention and growth.
- Confidently leads renewal and expansion discussions with budget holders.
- Proactively uncovers customer priorities, weak signals, and growth pathways through thoughtful discovery.
- Welcomes feedback and maintains strong renewal timelines, CRM hygiene, and QBR preparation.
- Engages operational through executive stakeholders and mobilizes cross-functional teams without direct authority.
Nice to Have
- Export/Trade Compliance experience is an asset.
Team & Environment
You will partner with Adoption CSMs, Sales, Support, and Product teams. Our culture is built on transparency, excellence, accountability, and metric-driven results. We are a TEAM-focused, entrepreneurial group that values work-life balance and environmental responsibility.
Benefits & Compensation
- Compensation: $55,000 - $60,000 USD annually.
Descartes is an equal opportunity employer.
