Customer Success Manager - Fleet Management

Descartes Unites the People and Technology that Move the World

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 www.descartes.com. 
 
We’re growing fast and invite you to join our amazing team. 

Mission — Why the Job Exists

Drive customer retention, growth and advocacy by helping Fleet customers achieve measurable operational value from Descartes solutions.  Own the post-sale customer journey, build strategic relationships, and ensure our technology delivers lasting improvements in efficiency, service, and performance.

Outcomes — What Success Looks Like

1. Customer Retention: Protect recurring revenue through proactive account management, early risk identification and effective renewal planning.
2. Customer Value: Develop success plans and demonstrate measurable improvements in fleet efficiency, utilisation, service and costs.
3. Product Adoption: Increase solution adoption and executive engagement across strategic accounts.
4. Account Growth: Identify and develop qualified expansion opportunities aligned with customer needs and business outcomes.
5. Portfolio Management: Within 90 days, segment accounts, establish key relationships and document success plans for priority customers.
6. Customer Advocacy: Within 6–12 months, develop customer references, case studies and advocacy opportunities.
7. Cross-Functional Collaboration: Align Sales, Product, Support and Professional Services to deliver customer outcomes.

Skills & Competencies — How the Work Gets Done

Essential Skills & Experience

• Proven success in Customer Success, Account Management or commercially accountable customer-facing roles.
• Experience retaining and growing complex SaaS or enterprise technology accounts.
• Understanding of fleet, logistics, transport or supply chain operations.
• Strong commercial judgement, stakeholder management and executive communication.
• Ability to use customer and operational data to identify risks, demonstrate ROI and drive improvements.
• Experience managing renewals, success plans, escalations and growth opportunities.

Desirable: Knowledge of route optimisation, fleet execution, telematics, delivery visibility or fleet safety solutions.

Culture Add: TEAM Values

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.

Aptitudes

• Smart: Able to quickly understand complex systems, connect ideas, and make sound judgments.
• Curious: Actively seeks to understand customer problems, emerging technologies, and better ways of working.
• Coachable: Open to feedback, willing to adapt, and continuously improving through learning.

What’s in It for You

• Meaningful Impact: Help customers improve critical fleet operations and achieve measurable business results.
• Ownership & Visibility: Manage strategic accounts and collaborate with senior customer and Descartes stakeholders.
• Career Growth: Develop expertise in Fleet Management technology within a global logistics technology organisation.
• Opportunity to Influence: Help shape the evolution of Fleet Customer Success across EMEA.
• Collaborative Environment: Work with experienced teams in a culture that values autonomy, accountability and continuous improvement.

Join Descartes and help customers turn fleet technology into measurable business success.

Join Us

As we scale, we’re looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We’re entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success. At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory. 

Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact.  Join a team that’s committed to working with customers to conserve resources and enhance sustainability. 

If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience. 

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews. 

We are an Equal Employment employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com