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Title:  Import Export Customer Success Manager


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 


Import Export Customer Success Manager


Are you an experienced Import/Export Analyst ready to take on a new, extraordinary challenge? 


Join Descartes today and become a Descartian! We are looking for a Customer Success Manager with import/export experience that’s out of this world!


About us

Descartes is 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 Descartians, 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?

It’s an exciting time to join Descartes as we build the foundation of Customer Success, and grow and elevate traditional customer service into customer success. As one of the first Customer Success Managers, you will have the opportunity to work with the Director, Customer Success to develop the strategy, communication plan, playbooks, processes etc. to shape the future of Customer Success at Descartes.


What are we looking for?

An experienced, superstar Import/Export analyst like yourself who has exceptional communication skills that is ready to transition into a customer facing role. By acting as our customers’ trusted, strategic advisor through sharing your expertise, insights, best practices and recommendations with our customers to understand and continuously align to their business goals and to optimize the value they are getting out of Descartes. You will ultimately manage a portfolio of customers to strengthen retention, increase expansion and cultivate advocacy.


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.)
  • Demonstrate your domain experience (e.g. Import/Export) 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 Import/Export or Logistics and Supply Chain Management
  • Proven knowledge in Import and export regulation, export documentation, shipment delivery/arrangement, Harmonized Tariff Codes, etc.
  • Awesome emotional intelligence, communication, 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
  • Office culture is friendly, positive and professional
  • Check out our team values and Descartes Life culture on LinkedIn 


Where you will be

We would love for you to join our offices in North York (when we reopen post COVID). Our office is an easy commute from most places in the GTA (5 minute walk from subway).   


Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can contact us directly. Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.


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