Customer Success Manager

Location: About Descartes: 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. We’re growing fast and invite you to join our amazing team. What we do The B2B EDI & eInvoicing team helps organisations streamline, accelerate, and fully automate critical business processes using proven EDI solutions. In addition, we enable customers to comply effortlessly with European Union eInvoicing mandates, turning regulatory requirements into a competitive advantage. What You’ll Do As a Customer Success Manager (CSM), you will play a critical role in ensuring the satisfaction, retention, and growth of our existing customers. You’ll be a trusted advisor, helping clients maximise the value of our EDI & eInvoicing solutions. You will also proactively identify opportunities for solution expansion and independently close commercial deals amid of operational and strategic changes. Key Responsibilities Manage a portfolio of customer accounts, ensuring long-term satisfaction and revenue growth. Proactively identifying customer challenges and opportunities to support their evolving needs. Business units or subsidiaries within the same group. Changes to back-office solutions and IT architecture (like ERP). New business processes, trading partners and compliance requirements, including mandatory eInvoicing regulations. Build strong, lasting relationships by understanding Key customer’s specific requirements, challenges and objectives. Collaborate with other Descartes teams, including Professional Services, Sales, Marketing and Product Management. What you bring 3–5 years of relevant professional experience in a commercial or customer-facing role. Basic understanding of EDI and the underlying business processes it supports (order to cash, procure to pay, etc.) and awareness of current eInvoicing trends. Strong commercial acumen, with the ability to identify, manage, and close business opportunities. Fluency in Dutch and strong proficiency in English, both spoken and written. Excellent communication skills and a strong customer-focused mindset. Proactive self-learner who thrives in a complex environment, learns by doing. Quickly adapts to change and applies a solution-oriented mindset. Why Join Descartes Descartes is trusted by leading retailers, suppliers, and logistics partners—particularly in the fast-moving consumer goods (FMCG) and DIY (do-it-yourself) sectors. Our customer base includes major brands such as Jumbo, Bolletje, Tony’s Chocolonely, Intergamma, Welkoop, Praxis, and Leen Bakker, who rely on Descartes to exchange millions of business-critical EDI and eInvoicing messages daily. Join a global leader in logistics technology with a strong, growing presence in Europe. Work directly with top brands in the FMCG and DIY retail sectors. Possibility to grow within the CSM role and beyond. Why Descartes B2B EDI & eInvoicing Work with a diverse portfolio of customers, including well-known FMCG and DIY retailers, suppliers, and logistics partners, each with different operational and digital maturity levels. Make a direct, visible impact by helping customers streamline processes, remain compliant, and achieve their operational and strategic goals. Enjoy a high level of autonomy and flexibility in how you manage your accounts and structure your work, while retaining ownership of your customer relationships. Be part of a human-sized, collaborative team while benefiting from the scale, stability, and resources of a global organisation. Operate in a truly international environment, working with customers and colleagues across countries, industries, and cultures. Have the opportunity to proactively contribute ideas, improvements, and feedback that influence how we work with customers and evolve our solutions. Location: Remote Ready to make a difference in the logistics and supply chain industry. Apply today and take the next step in your career with Descartes. 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. Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. We value the safety of each member of our community because we know we're all in this together. 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 . Job Segment: Marketing Manager, Compliance, QA, Manager, Marketing, Legal, Customer Service, Quality, Management