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Title:  Customer Success Manager

Location: 

Toronto, ON, CA, M3H 2V2

About Descartes: 

Descartes (TSX:DSG) (Nasdaq:DSGX) is the global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, performance and security of logistics-intensive businesses. Descartes has over 147,000 parties using its cloud based services. Customers use our modular, software-as-a-service solutions to route, schedule, track and measure delivery resources; plan, allocate and execute shipments; rate, audit and pay transportation invoices; file customs and security documents for imports and exports; and complete numerous other logistics processes by participating in the world's largest, collaborative multimodal logistics community. Our headquarters are in Waterloo, Ontario, Canada and we have offices and partners around the world. Learn more at www.descartes.com.

Customer Success Manager

 

Delivering value to customers is more important than ever, there are limitless opportunities as a Customer Success Manager. Although there is a lot of uncertainty at the moment, you can be certain about joining a growing, global technology organization to support the operations of essential business during unprecedented times!

 

 

About us

Did you know Descartes is one of the top 10 largest companies in Canada? We are a publicly traded global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, performance and security of logistics-intensive businesses. With a team of over 1500 employees, our Customer Success teams ensure over 20,000 customers are successful in achieving their goals while we protect over $325M of annual revenue.

 

Why join Descartes right now?

 

  • Make an Impact: As one of the first CSMs, you can help shape the future of Customer Success at Descartes by contributing to overall strategy and processes, communication plan, playbooks, team culture, etc.
  • Collaborate: Work with a diverse group of smart and dedicated team members from various departments including n Sales, Product, Marketing, Implementation, etc. Our teams thrive due to our commitment and no-ego culture. Check out our team values and Descartes Life culture on LinkedIn
  • Learn and Grow: We are committed to your personal growth and success, let us help you enhance your skillsets through our professional development program. Limitless opportunities to grow and move within Descartes’ family.
  • Support our Logistics and Supply Chain heroes: Our 20k+ customers across 15+ countries keep the world moving even when everything seems to be on hold. You can make a difference by helping our customers continue supporting essential businesses.
  • Be part of our Descartes global family: As a $6.3 Billion Canadian tech company with global offices around the world, we have strong brand recognition globally with over 15k+ employees.
  • Flexible work environment: Opportunity to work remote at flexible times that work for both you and our global customers.

 

What are we looking for?

An experienced, superstar Customer Success Manager like yourself who will manage your own portfolio of customers to strengthen retention, increase expansion and cultivate advocacy. You love working with our customers to understand and continuously align to their business goals and to optimize the value they are getting out of Descartes by acting as their strategic advisor and providing insights, best practises and recommendations.
 

How you will help us

  • Identify customers’ organizational business needs and goals to better understand how we can make sure they are successful
  • Provide strategic consultation and demonstrate measurable value at every customer interaction (e.g. check-ins, business reviews, etc.)
  • Take initiative to learn about domain (e.g. export trade compliance) to act as customer’s true trusted advisor
  • Drive retention by proactively engaging customers and develop any action plan to mitigate any potential risk of churn once identified
  • Become an extension of our customers’ team and identify opportunities of growth and nurture customers into advocates to further Descartes’ goals

 

Your superpowers to help you succeed

  • 3 – 5 years’ experience in Customer Success, Account Management or Consulting in B2B SaaS
  • Awesome emotional intelligence, relationship building skills to cultivate positive customer experiences and life-long partnerships
  • Naturally inquisitive and wants to understand the root cause of any problem and able to dig deep into complex issues while having a solution-oriented mind
  • Track record of taking initiative and keen interest in continuous learning and improvement
  • Exceptional presentation, written, and oral communication skills
  • Post-secondary education in business, technology or a related discipline and Tech-savvy with proficiency in MS Office (especially in MS Dynamics as a CRM)

 

Why you want to be Descartian?

  • $6.3 Billion Canadian tech company with global offices around the world
  • Brand recognition globally
  • Well known SAAS Solution providers with top tier customers globally and across many industries
  • 1500 employees with average sales force tenure of 8 years
  • 20,000 customers spanning across 15+ countries
  • 18% reinvestment in R&D
  • Doubled in size in the last 4 years and projected to do it again
  • Out office culture is friendly, positive and professional
  • Check out our team values and Descartes Life culture on LinkedIn

 

Location:

This is a remote opportunity, open to citizens or permanent residents of Canada or the US.

Due to COVID-19 we’ve implemented a virtual hiring process and continue to interview candidates by phone or video (Microsoft TEAMS) and are on-boarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.

 

 
 

Please submit your resume and a covering letter describing why you are a unique fit for this position.  We thank all applicants for their interest in Descartes; however only those candidates selected for an interview will be contacted.  Agency calls will not be accepted.  All final candidates will be required to provide professional references and complete a background check, which will include a criminal background check and may include a credit check and verification of education and previous employment.

 

Descartes is committed to equity and diversity. We are an equal opportunity employer and welcome applications from qualified individuals regardless of race, colour, ancestry, age, creed, sex, sexual orientation, gender identity or expression, disability, citizenship, ethnic origin, family or marital status. If you require accommodation at any time during the hiring process or would like a copy of this job posting in an accessible format, please contact Human Resources.


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