Descartes seeks a commercially accountable Customer Success Manager to own the strategic and commercial management of a portfolio of approximately 80 mid-to-high ARR customers. You will be responsible for driving revenue retention, structured account growth, and proactive risk mitigation.
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.
- Anticipates risk before revenue impact.
- Proactively uncovers customer priorities, weak signals, and growth pathways.
- Welcomes feedback and continuously refines approach.
- 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.
Company Culture
Our culture is built on transparency through open communication, excellence & expertise in our craft, accountability for outcomes, and metric-driven results focused on measurable impact.
Benefits & Compensation
- Annual salary range: $65,000 - $75,000 CAD.
Descartes is an equal opportunity employer.
