Descartes Systems GroupRemote
Customer Success Manager
United States of America
Full Time
1 week ago
$55,000 - $60,000 USD
No H1B
Key skills
Customer Success ManagementStrategic Account ManagementRevenue RetentionAccount GrowthRisk MitigationRenewal ManagementCRM ComplianceQuarterly Business Reviews (QBR)Cross-SellUpsell IdentificationExport/Trade ComplianceCommercial AcumenCuriosityCoachabilityDisciplined ExecutionInfluencePresenceCRMCustomer SuccessAccount ManagementSales
About this role
Descartes Systems Group is a leading logistics and supply chain technology company, seeking a Customer Success Manager to manage a portfolio of mid-high ARR customers. The role focuses on revenue retention, structured account growth, and proactive risk mitigation to ensure customer satisfaction and success.
Responsibilities:
- 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 with clear business objectives and structured handoff to Sales
- Monitor portfolio health, proactively identify churn risks, and execute structured retention plans that drive measurable outcomes before renewal impact
- Lead strategic QBRs, engaging operational and decision-making stakeholders, and elevate conversations from support updates to value-driven partnership dialogue
- Manage ~80 mid–high ARR accounts, prioritizing by risk, growth potential, and renewal timing while maintaining strong CRM hygiene
- Partner with Adoption CSMs, Sales, Support, and Product to ensure coordinated customer strategy and early risk escalation
Requirements:
- 3+ years in Customer Success, Strategic Account Management, or similar revenue-accountable roles, with demonstrated success protecting renewals and generating expansion
- Experience managing a defined book of business with full renewal ownership and delivering structured, value-driven QBRs
- Smarts & Commercial Acumen: Builds structured account plans tied to retention and growth; confidently leads renewal and expansion discussions with budget holders; anticipates risk before revenue impact
- Curiosity: Proactively uncovers customer priorities, weak signals, and growth pathways through thoughtful discovery
- Coachability & Disciplined Execution: Welcomes feedback and continuously refines approach while maintaining strong renewal timelines, CRM hygiene, and QBR preparation
- Influence & Presence: Engages operational through executive stakeholders and mobilizes cross-functional teams without direct authority
- Export/Trade Compliance experience is an asset