• manage a book of 20-30 enterprise and commercial accounts • drive adoption and surface risk • lead trainings and business reviews • partner with Named AEs on renewals

• Lead, mentor, and grow a team of Customer Success Managers • Define and execute the overall customer success strategy • Serve as an executive sponsor for strategic accounts • Own key metrics including gross marketplace volume (GMV), net revenue retention (NRR), and customer health scores • Partner with Product, Marketing, and Sales teams to drive product improvements based on customer feedback

Role Description As a Customer Success Manager, you'll be responsible for building strong, long-lasting relationships with RKON customers by staying in constant communication and efficiently orchestrating the delivery of RKON services and overseeing the resolution with technical support teams. This individual will serve as a product, company, and industry ambassador and keen on educating customers on the capabilities of RKON services. The ultimate goal of the CSM is a long-term partnership that drives business growth for both the customer and RKON. Responsibilities Include - Customer Relationship Management: - Build and maintain strong relationships with customers - Act as the primary point of contact for customer inquiries, issues, and escalations - Understand the unique needs and goals of each customer and tailor strategies accordingly - Act as a strategic advisor and advocate within managed services - Onboarding and Adoption: - Collaborate with the technical teams to ensure the customer’s IT environment is understood - Set up communication channels and introduce the customer to key contacts - Establish initial performance expectations and success metrics - Guide new customers through the onboarding process, ensuring a smooth transition - Customer Success Planning: - Collaborate with customer to define business objectives and desired outcomes - Establish clear Key Performance Indicators (KPIs) to measure success (e.g., uptime, cost savings, user satisfaction) - Create a strategic roadmap for outlining milestones, timelines, and resources required - Conduct periodic reviews to track progress, adjust strategies, and maintain alignment with customer goals - Proactive Issue Resolution: - Continuous monitoring of the customer’s IT environment for early detection of potential issues - Collaborate with technical teams to address problems before they affect operations - Communicate with customers to ensure they’re aware of ongoing efforts to prevent issues - Reactive Issue Escalation: - Coordinate with internal teams, such as support, engineering, or management, to escalate the issue to higher priority levels when initial resolutions are delayed or inadequate - Ensure transparent, consistent communication with the customer, keeping them informed on progress, expected resolution time, and steps being taken - Ensure customer satisfaction after the issue is resolved and prevents recurrence - Service Retention & Expansion Opportunities: - Collaborate with sales and technical teams to identify new service opportunities - Understand customer pain points and offer solutions that add value - Promote new services that align with the customer’s business growth or IT strategy - Ensure customer subscriptions are renewed on time and negotiate terms as needed - Identify at-risk customers and implement intervention plans to retain them - Recurring Business Reviews: - CSMs review customer performance reports, SLAs, and overall service delivery - Use reviews to drive decisions on future IT investments or improvements - Discuss IT trends, customer needs, and strategic alignment - Use data to identify areas for improvement in the service delivery process - Maintain accurate records of customer interactions and account details - Cross-Functional Collaboration: - Collaborate with sales, marketing, and service teams to align customer success efforts - Share customer insights and feedback with other departments to improve overall customer experience - Participate in cross-functional meetings and projects as needed Qualifications - 5-7 years of experience in customer success or account management, with proven excellence managing internal and external stakeholders - Excellent communicator who is comfortable articulating complex and diverse technical solutions - Sales mentality with history managing QBRs, retention, and upsells - Data-driven mindset with a focus on finding solutions and seeks to achieve extraordinary results through consultative and innovative problem solving - Strong attention to detail with the ability to manage competing priorities and multi-task - Strategic thinking and ability to align with business objectives Compensation The base plus bonus package will equal $120,000 - $130,000 OTE. This is an estimated range based on the circumstances at the time of posting, however, may change based on a combination of factors, including but not limited to skills, experience, education, market factors, geographical location, budget, and demand. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. Benefits - Health insurance (medical, dental, vision, life, and long and short-term disability insurance) - Flexible time off - 401(k) Plan with employer match to qualifying employees What RKON offers - Competitive pay - Flexible working option - Flex PTO Policy - A team of highly skilled peers available to help

Role Description The Customer Success Manager is commercially accountable for protecting and expanding revenue within an assigned book of approximately 80 customers. This role operates in a forward-looking, disciplined manner, balancing renewal leadership with structured expansion development. The Outcomes (What Success Looks Like in the first 12-18 Months) - Revenue Protection: Maintain ≥95% revenue retention (≤5% annual churn) through structured renewal planning and proactive risk mitigation. - Structured Expansion Creation: Generate a minimum of 3 qualified expansion opportunities per quarter in CRM, aligned to documented customer objectives. Targets increase as business growth expectations scale. - Renewal Discipline & Timeliness: Initiate ≥90% of renewals at least 90 days prior to expiration and drive structured renewal execution to secure on-time commitments. - Risk Mitigation Execution: Develop and execute formal retention plans for identified yellow/red accounts, achieving measurable mitigation progress prior to renewal impact. - Stakeholder Engagement & QBR Leadership: Conduct 3 formal QBRs per quarter focused on value realization, roadmap alignment, and renewal positioning. - Maintain ≥90% CRM compliance, including opportunity hygiene, structured recaps, and documented account planning. Core Responsibilities - Revenue & Commercial Ownership: Own renewal strategy and lead pricing discussions, aligning renewals to long-term value realization and growth. - Growth & Expansion: 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. - Risk Management: Monitor portfolio health, proactively identify churn risks, and execute structured retention plans that drive measurable outcomes before renewal impact. - Stakeholder Leadership & QBRs: Lead strategic QBRs, engaging operational and decision-making stakeholders, and elevate conversations from support updates to value-driven partnership dialogue. - Portfolio Discipline: Manage ~80 mid–high ARR accounts, prioritizing by risk, growth potential, and renewal timing while maintaining strong CRM hygiene. - Cross-Functional Alignment: Partner with Adoption CSMs, Sales, Support, and Product to ensure coordinated customer strategy and early risk escalation. Qualifications - 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. (Export/Trade Compliance experience is an asset.) - Builds structured account plans tied to retention and growth; confidently leads renewal and expansion discussions with budget holders; anticipates risk before revenue impact. - Proactively uncovers customer priorities, weak signals, and growth pathways through thoughtful discovery. - Welcomes feedback and continuously refines approach while maintaining strong renewal timelines, CRM hygiene, and QBR preparation. - Engages operational through executive stakeholders and mobilizes cross-functional teams without direct authority. Culture Add (Our TEAM Values) - Transparency – Open, honest communication that builds trust. - Excellence & Expertise – High standards and continuous mastery of your craft. - Accountability – Ownership of outcomes and commitment. - Metric-Driven Results – Data-informed decisions focused on measurable impact. Salary Range $65,000 - $75,000 CAD annually plus 20% Commission. Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation. 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.