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.

• Operational implementation of marketing automation activities in tools such as HubSpot, Salesforce, Braze or Brevo • Setup, maintenance and further development of automated campaigns, workflows and customer journeys • Creation and implementation of email sequences (e.g., drip emails, triggered emails, lifecycle campaigns), including template editing and content integration • Planning, coordination and independent execution of marketing automation projects • Structured organization and prioritization of tasks within ongoing campaigns and projects • Segmentation of target audiences and implementation of automation logic • Thorough quality assurance and testing (content, personalization, delivery logic) • Maintenance and structuring of data in CRM and marketing automation systems • Close collaboration with consulting, creative and tech teams • Documentation of setups, processes and learnings • Support in the analysis and optimization of campaigns

• Design, management and implementation of marketing automation initiatives in HubSpot, as well as in other tools such as Salesforce, Braze or Brevo • Ownership of building, developing and optimizing complex customer journeys and campaign structures • Planning and leading marketing automation projects – from concept to execution • Structuring, prioritizing and coordinating tasks and requirements across multiple projects • Developing and implementing segmentation strategies and data-driven automation logic • Ensuring high quality standards through testing, monitoring and continuous optimization • Managing and improving CRM data structures and ensuring clean data processes • Close collaboration with cross-functional teams from consulting, creative and tech, and advising internal and external stakeholders • Documenting, standardizing and improving processes and best practices • Analyzing campaign performance and deriving concrete optimization measures

• Build and manage ongoing professional relationships with clients and stakeholders • Ensure we maintain relationships at multiple levels within the client • Provide insights to help drive consistent account placements from assigned clients • Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive • Organize training for clients by assessing their needs and communicating with both client and Aspirion departments • Communicate with clients to resolve escalated processing/protocol issues • Conduct performance reviews and executive business reviews with clients, onsite preferred • Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution • Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided • Provide regular updates to clients regarding Aspirion's contribution to their revenue and/or meeting the desired outcomes expected when they purchased Aspirion's services • Analyze trends and report on key performance indicators • Identify and assess client needs to exceed expectations • Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality • Maintain HIPAA certification and compliance • Collaborate with Operations to identify trends and provide strategic insights and recommendations for resolving system issues causing downstream payer issues • Ensures any account projects are being worked in a time fashion