Customer Success Manager – Freight Forwarding

The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they’re needed, when they’re needed.

We’re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world.

With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics‑intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what’s most important to them.

Learn more at  We’re growing fast and invite you to join our amazing team.

Own the success and growth of Box Top’s freight forwarding customers, ensuring they realize measurable value from our platform. You’ll combine industry expertise, trusted customer relationships, and commercial acumen to drive adoption, retention, and account expansion.

Within the first 12–24 months, you will:

• Own and grow a portfolio of customer accounts, achieving high customer retention whilst identifying and supporting opportunities for account expansion.
• Increase product adoption across your customer portfolio by helping customers implement best practices, work around problems and fully leverage our solutions.
• Conduct regular business reviews and analyse customer data to proactively identify business objectives, open issues and potential risks, driving improved customer health.
• Build trusted relationships with operational, management, and executive stakeholders across your customer portfolio, becoming a trusted advisor.
• Develop deep expertise in the Boxtop platform and the operations of our customers, enabling you to solve operational, training and technical gaps.

• 3+ years’ experience in Customer Success, Account Management, Logistics Operations or a similar customer‑facing role.
• Deep understanding of the day‑to‑day life of a freight forwarding office, the operations, processes and challenges.
• Strong commercial, consultative selling, and relationship‑building skills.
• Strong technical aptitude with the ability to understand customer configurations and recommend practical solutions.
• Confident using customer and commercial data to identify risks and opportunities.

• Proven success retaining and growing customer accounts, including renewals and expansion.
• Experience with Boxtop or similar Freight Management Systems (FMS) systems

We value team members who communicate with transparency, sharing information openly and building trust across functions. You bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills. You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results. You are driven by metrics, using data and experimentation to inform decisions and deliver measurable impact.

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